Network Support Engineer (Portuguese speaking)

Who We Are 

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity. 

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Assurance business. 

About the Role 

We're all familiar with the technology, but have you ever wondered how the Internet actually works? At ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery: how to identify problems, how to resolve, and how to avoid them in the future. Our Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains. 

If you enjoy variety in job responsibilities, this is the job for you. A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work. 

Minimum Qualifications 

• A standout "customer first" attitude 

• Bachelor’s degree in Computer Science or a related field, or equivalent working experience 

• At least 2 years working in a customer-facing role (experience within a Network Support,Technical Support, Customer Success, or Technical customer-facing organization is highly desirable) 
• Fluent written and spoken language skills in English and Portuguese (C1 Level)

• Expert understanding of fundamental networking and protocol operations  

• Strong understanding of ISP, CDN, and cloud service provider networks 

• Strong understanding of web technologies and VoIP applications 

• Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox 

• Hands on experience with container administration tools such as docker and kubernetes 

• Experience in administering Linux based operating systems 

• Ability to prioritize & complete tasks in a timely fashion 

• Ability to communicate clearly and concisely to technical and non-technical users 

• Validated problem-solving skills 

Preferred Qualifications 

• Applied knowledge in security - authentication, permissions, SSO 

• Knowledge of at least one computer language and programming framework desirable (JavaScript and/or Python are a plus) 

• Experience with Cloud/SaaS software products is highly desirable 

• Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.  

• Passionate about enabling a consistently excellent customer experience. 

• Dedicated to champion the customer problem until the resolution path is identified 

• Excellent verbal and written communication skills. Heavy focus on using data to articulate messages 

• The ability to work effectively in a remote or virtual team environment 

• Excellent presentation skills coupled with a strong leadership presence 

• Excellent time & project management skills, with a focus on delivery 

What You’ll Do 

• Timely interaction with customers and internal teams requesting support via online-chat, email and phone.
• Take ownership of technical issues, working with multi-functional teams to document problem definition, troubleshooting procedures, and resolution steps
• Take ownership of customer support forum and keep information current on standard methodologies with ThousandEyes
• Active participation in 24x7 Support Coverage model
• Identify process & workflows ripe for improvement or automation

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

We Are Cisco 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it. 

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box! 

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) 

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward. 

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us. 

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.