Senior Support Engineer | ThousandEyes Federal

The application window is expected to close on: 04/24/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received .
This role provides assistance to customers' technical support requests by applying technical expertise to conduct advanced troubleshooting and resolve issues, handling technical problems within specific technologies and architectures such as Security and Networking across a broad range of problem complexity. At senior levels, the position manages increasingly complex and integrated solutions, operating in a highly complex technical environment that often requires deep, cross-product knowledge and systems-level thinking. The role involves collaboration with customers, partners, engineering, and internal stakeholders to drive resolution and continuous improvement, and contributes to product quality by submitting bugs, defects, and quality escalations to Engineering. Additionally, the position utilizes and enhances lab environments and digital intellectual capital to deepen expertise, support troubleshooting, and scale solutions across the team, while leveraging TAC AI capabilities, software, automation, and diagnostic tools to support quality and efficiency, and proactively identify and address issues. The role may also include mentoring peers and team members for individual and team development. What You'll Do: • Supports premium offers and solution support • Is a technical expert in a broad area covering multiple technologies • Regularly operates independently, possibly as a Team Captain or team Escalation Engineer, helping team members resolve cases and leveraging/sharing knowledge globally • Impacts at regional and site level • Partners with Technical Leads to participate in and, where appropriate, drive proactive engagements with Engineering, leveraging deep expertise and broad knowledge of global customer issues, trends, and the holistic customer experience to inform and influence Engineering priorities • Sought out by other TCEs to advise on customer problems and internal stakeholders to advise on technical issues related to the product or technologies • Showcases self and team as trusted technical experts and takes ownership for customer success • Acts as a global TAC Sponsor to review and approve formal engineering escalations (e.g., BEMs, JIRA submissions) • Standardizes efforts to identify, document, and drive resolution of pervasive bugs across the technology domain • Develops quality standards for bug submissions globally - reviewing, mentoring, and setting standards for engineering-ready reports • Leads global escalation support efforts and advises on high-impact issue resolution strategies • Architects and governs shared lab infrastructure; advises leadership on lab resource needs and partners with technical leaders and CALO to evolve lab capabilities • May partner with Technical Leaders to author requirements, review PRDs or functional specs • Plays a key role in the development of intellectual capital - including internal and external documentation, training, and automation assets - that influences global support practices • May partner with engineering and tools teams to embed knowledge into AI platforms, diagnostics, and digital workflows used across Cisco and partner ecosystems • Works with TAC Technical Leaders to contribute to the adoption of AI-driven insights, telemetry, and automation projects that impact multiple global technology teams • Seeks to improve and provides meaningful feedback to stakeholders on TAC tools, programs, processes and policies • Provides leadership and mentorship to team and liaises with Technology Owners, Technology Group Leaders, Technology Group Owners, TAC Technical Leaders, Senior Technical Talent and other internal product teams • Shapes engineering feedback loops, influences product direction, and drives alignment between support and development • Leverages deep customer insights to guide best practices, resolve complex issues, and partner with Engineering (CX and BU) to drive product, process, and automation improvements Minimum Qualifications: Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience Expert level (e.g., CCIE) or equivalent relevant certification expected THIS JOB DESCRIPTION DOES NOT APPLY FOR EMPLOYEES IN GERMANY.
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $158,200.00 to $200,700.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 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. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;
• 1.5% of incentive target for each 1% of attainment between 50% and 75%;
• 1% of incentive target for each 1% of attainment between 75% and 100%; and
• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$158,200.00 - $241,700.00
Non-Metro New York state & Washington state:
$140,600.00 - $241,800.00
* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.