[Remote] Senior Network Support Engineer | ThousandEyes Federal

Note: The job is a remote job and is open to candidates in USA. Cisco is a leading technology company that provides innovative solutions for networking and security. The Senior Network Support Engineer role involves being the primary technical advocate for customers, analyzing complex traffic patterns, diagnosing routing anomalies, and delivering actionable insights to enhance network performance.

Responsibilities

• Provide expert-level support for complex network performance issues, including BGP, OSPF, DNS, TCP/IP, and application-layer connectivity
• Lead the resolution of high-impact, critical network outages by performing deep-dive analysis of telemetry data and packet captures
• Partner with Engineering and Product teams to translate customer network challenges into product improvements and roadmap features
• Act as a technical subject matter expert (SME) to mentor junior engineers on advanced network diagnostics and troubleshooting methodologies
• Use Python or other automation tools to streamline troubleshooting workflows and improve serviceability
• Create high-quality user documentation, white papers, and training materials that help customers understand complex network behaviors
• Represent the support organization in high-stakes customer engagements and internal product strategy meetings

Skills

• 5–8+ years in a senior network support, network engineering, or technical operations role
• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent practical experience)
• A 'customer-first' attitude with a passion for solving the 'unsolvable' network problems
• Deep understanding of networking protocols (BGP, MPLS, VPN, DNS, HTTP/S, TLS)
• Demonstrable ability to interpret complex data sets, logs, and packet captures to drive data-driven decisions
• Exceptional ability to explain complex technical concepts to both technical and non-technical stakeholders
• Expert-level certifications (e.g., CCIE, CCNP, or equivalent) are highly preferred
• Proficiency in scripting (Python, Bash) or network programmability (APIs, Ansible, Terraform) to automate diagnostic tasks

Benefits

• Medical, dental and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies
• Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan

Company Overview