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 Observability business. 

What You’ll Do 

The Service Management team at ThousandEyes plays a crucial role in ensuring SaaS Access and Operational Continuity, enhancing the productivity of our employees. Our mission is to establish and maintain efficient processes and its execution for managing services, licenses and accounts controlling access to organizational resources. The team provides a seamless experience for all members of the ThousandEyes organization from day one. 

We are in search of a dynamic engineer with a background in professional services or customer experience to help us elevate the execution across our entire business unit. As the Service Management Engineer, you'll be empowered to shape your team and play a pivotal role in steering the technical direction, ensuring the seamless onboarding and management of our SaaS portfolio. We're looking for someone who is customer-focused, with a proven track record of excellence in delivery and strong collaborative skills. 

Our Service Management engineers excel in working independently, driving best practices, and implementing quality assurance processes. The Service Management team plays a critical role in shaping our security posture and serves as a cornerstone in our compliance and risk management endeavors. 

As a member of a newly formed team, this is a fantastic chance for individuals to make a substantial impact while influencing the future of the organization. The role emphasizes the importance of collaboration with the broader ThousandEyes and Cisco IT teams to ensure compliance and alignment with the latest technological trends. 

We are passionate about optimizing our systems and improving the lives of the members of the ThousandEyes organization. 

Qualifications 

• 4+ years of experience. Master's degree and relevant certifications to this position could be considered as bridging the gap. 
• Previous experience within a Professional Services or Customer Experience. 
• Experience with Cloud SaaS Management. 
• Experience with Change Management solutions (e.g. Jira Service Management, ServiceNow) 
• Strategic thinker with the ability to align technical decisions with tactical delivery. 
• Excellent communication and interpersonal skills. 
• Ability to go into the Mexico City office on a weekly basis 

 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. 

Why Cisco 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. 

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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.