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 .
Serves as a senior technical expert, leading the resolution of high-impact technical escalations and advocating for systemic improvements that enhance long-term customer outcomes. Acts as a strategic customer advocate by deeply understanding customer environments and aligning Cisco's solutions to deliver measurable business value. Drives innovation and technical transformation, including the integration of AI and automation, through the development of intellectual capital, scalable tools, and architectural guidance that shape service delivery and product direction. Leads cross-functional initiatives, partners closely with Engineering, and influences executive decision-making to align CX operations with Cisco's strategic goals. Mentors and develops talent, fosters community engagement, and promotes a culture of continuous improvement across the technical consulting engineering organization. What You'll Do -Operate as a senior technical expert across multiple technologies, leading high-impact escalations and initiatives that span teams and architectures. -Act as a senior escalation point for urgent customer issues, managing situation rooms and catastrophic outages with urgency and precision. -Build deep understanding of customer environments and pain points, advocating for systemic fixes and long-term solutions while ensuring alignment with Cisco's services. -Drive systemic improvements by translating technical challenges into actionable enhancements for support, engineering, and delivery teams. -Develop and scale intellectual capital through internal and external documentation, training, automation assets, and enablement content. -Mentor and coach TCEs, lead trainings, hackathons, and foster technical community engagement. -Optimize delivery within a technology domain by leveraging emerging AI tools for automation, simplification, and knowledge sharing. -Partner with Engineering and internal stakeholders to close feedback loops, enhance service delivery, and address systemic product issues. -Lead and participate in case reviews, quality initiatives, and content curation to drive operational excellence and continuous improvement. -Collaborate across shifts and regions to ensure consistent innovation, issue resolution, and alignment within and across technologies. Minimum Qualifications Typically requires Bachelor's degree in relevant field with 8+ years of related experience, or Master's degree with 6+ years of related experience, or equivalent related work experience Expert level (e.g., CCIE) or equivalent relevant certification expected Preferred Qualifications -Proven experience leading high-impact technical escalations and initiatives across teams or regions -Deep expertise in multiple Cisco technologies and driving systemic improvements -Demonstrated ability to mentor, coach, and develop technical talent -Strong skills in developing documentation, training, or automation assets -Experience leveraging AI tools to optimize support delivery and knowledge sharing
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.