Senior Implementation Engineer

Who We Are

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As the world continues its digital transformation and relies more on cloud services and the Internet, the “network,” which is now both public and private, has become a black box our customers cannot see or understand.  

Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity. 

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. ThousandEyes is also a foundational component of Cisco’s growing Full-Stack Observability (“FSO”) business. 

About The Role

• When large enterprise customers acquire new software, the best way to ramp to productivity often involves a personal touch from resources who know the platform inside and out. This role’s primary responsibility is to engage with customers to deliver world class enablement including product training tutorials, event analysis, and transfer of best practices, as well implementation for their ThousandEyes deployment. You'll need to be a ThousandEyes product expert, with monitoring system expertise, and a strong foundation in core network architecture. You'll plan for and deliver on a wide range of engagement types, including project planning, implementation, and documentation of monitoring services, end-user training, and optimization. You'll need to be a jack of all trades who's polished and easy to put in front of a wide variety of customer roles.

What You’ll Do

•        Guides customers on deploying and implementing ThousandEyes.
•        Implements ThousandEyes in large enterprise customers with complex requirements across the APJC region.
•        Engages with customers to deliver product implementation, integration, and training services.
•        Project manages many projects concurrently managing stakeholder expectations and actions.
•        Provides technical leadership in the region by aligning best practices to other regions and mentoring Implementation Engineers across the APJC region.
•        Engages with escalated or at-risk projects or accounts to problem solve and provide strategic direction.
•        Provides accurate technical scope recommendations by understanding customer requirements and expectations and investigating feasibility of solutions when required.
•        Builds value-based relationships with customers, leading to referral and renewal.
•        Leverage data analytics to transparently track and report on customer engagements.
•        Track and report on utilization and work performed.
•        Identification of potential product/services upsell or cross-sell opportunities.
•        Special projects as assigned.

Qualifications

•        A standout "customer first" attitude.
•        Bachelor's or advanced degree in a technical field, or equivalent working experience.
•        At least 7-10 years’ experience working in a customer-facing role.
•        Project management and consulting experience.
•        Advanced understanding of network and application protocols (Cisco CCIE certification strongly preferred, Cisco/Juniper certifications CCNA/JNCIA/JNCIS and CCNP/JNCIP and Cisco DevNET well regarded, or equivalent experience).
•        Experience maintaining or implementing LAN/WAN environments.
•        Experience with Cloud/SaaS software products and web technologies including REST APIs.
•        Experience developing and maintaining scripts and automating workflows with programming languages (JavaScript, Python, and Java preferred).
•        Experience with ThousandEyes (or similar) monitoring solutions highly regarded.
•        Amazing communication skills and creative problem-solving capabilities.
•        Strong technical acumen.
•        Enjoy a fast-paced, dynamic environment.
•        Able to juggle and accomplish tasks in tight timeframes.
•        Ability to speak another language aside from English such as Japanese, Korean, or Mandarin is an advantage (but not required).

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.