1219608 - Customer Support Engineer - Solution Support

  • Location:
    Richardson, Texas, US
  • Additional Location(s)
    RTP, North Carolina
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Networking, Software Development, Testing
  • Job Id

What You'll Do

Technical Services is team of extraordinary technical gurus whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, improving customer experience metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the Global Technical Centers three geographic regions; together, they form one global, borderless TAC.

Who You'll Work With

Our team provides first/second level technical support on a worldwide basis via phone, email, web and remote access. We provide these services to Cisco customers, partners, account teams, and other TAC engineers. We're consultants who work to solve problems & debug product issues.

Who You Are

You love providing technical support for Cisco products and networking technologies to Cisco's customers and partners. Your workload is high but the breadth and diversity of technology exposure is second to none. TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such, you have a technology learning opportunity that never ends.

  • You're a guru at resolving moderately to complex technical problems, depending on the customers' need.
  • You can simulate technical problems in lab environment.
  • You strive to share knowledge with other people by writing technical documents that enrich the knowledge database.
  • You love sharing what you know by providing internal and/or external technical presentations (cross-training).

Minimum Qualifications

  • Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 4-8 years related experience. MBA/Masters preferred.
  • At least 4-8 years of Networking industry experience and knowledge, products, and protocols
  • Ability to work effectively and manage multiple customer support issues simultaneously.
  • Ability to determine root cause and resolution for previously unknown problems.
  • Good verbal communication skills and strong collaborative work style.
  • Self-motivated with strong self-development ability.
  • Ability to thrive under pressure, self-manage and prioritize activities.
  • Able to determine problems and deliver known solutions with a high level of customer satisfaction.
  • CCIE(s) desired

Technical Qualifications

Solutions Support CSEs are needed across a number of technologies; candidate should have demonstrated proficiency in some / many of the following technologies:

  • Core Switching & Routing technologies
  • DB (MySQL/Postgres/MariaDB optionally NoSQL/MongoDB)
  • Experience with configuration management tools is a big plus (Puppet, Ansible, Chef)
  • Experience in one or more scripting technologies (Bash, Perl, Shell, Power Shell, Python, etc.)
  • Experience with exploiting webservices/API/JSON
  • Knowledge of container technology i.e Docker
  • Knowledge of virtualization, cloud computing, and technologies like AWS and OpenStack
  • Previous experience working with cloud providers
  • Hands-on experience with PaaS tools (or other cloud management software)
  • Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS)
  • Knowledge of software application frameworks
  • Experience of the administration of firewall environments in line with IT security policy and routing
  • Experience in Collaboration support
  • Linux Certification
  • Networking Certification(s) (CCNA, CCIE)
  • Professional level certification in Cisco technologies (CCNP, CCVP)

Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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