Customer Service Subject Matter Expert – Network intelligence in Lisbon

What you can expect

The Customer Service Subject Matter Expert (SME) is a senior technical specialist with extensive product knowledge in their area of specialization. They play a crucial role in assisting Customer Experts with complex and visible cases, reviewing cases and bugs to improve overall quality.

What you'll do

• Provide advanced technical expertise and leadership in solving complex, high-impact customer issues;
• Lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content;
• Partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions;
• Guide and mentor junior engineers, fostering technical growth and team development;
• Submit and manage effective escalations, coach others on how to engage with Engineering and Product teams;
• Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflow;
• Represent the support function in cross-functional meetings and customer engagements;
• Active participation in 24×7 Support Coverage model;
• May perform other duties as requested, not specifically addressed in this document.

Qualifications

• Bachelor’s degree in computer science, or a related field (or equivalent experience);
• 5-8 + years of experience in a technical support, engineering, or related customer-facing role;
• Expert-level certifications or equivalent advance technical credentials preferred;
• Experience with Cloud/SaaS software products is highly desirable;
• Familiar with core networking principles – TCP/IP, DNS, web technologies, proxies and VoIP;
• Working knowledge of virtualization technology – containers, virtualBox, VMware, HyperV, Xen;
• Working knowledge in security – authentication, permissions, SSO;
• Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirable;
• Experience with the administration of Linux based Operations Systems a plus;
• Expert in one or more technical domains; broad knowledge across ThousandEyes and networking technologies.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.