1222311 - Customer Support Engineer, SAN

  • Location:
    San Jose, California, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • 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. Your success is validated through excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries? You may be a Cisco Customer Support Engineer… and we have the People Deal for you!

Who You'll Work With

Our team is the first to be confronted by challenges and issues with new equipment and tools in the field. We provide high-energy support to our customers, partners, account teams, and other engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are second to none! As a team member on the Data Center Global TAC team, you will further specialize in:

  • Collaboration
  • Data Center
  • Security
  • Voice
  • Wireless
  • Routing/Switching

… and other new technologies.

Who You Are

  • You're the connection to Cisco customers and will build relationships while solving issues, manage expectations, and leaving the customer feeling valued.
  • You continually develop your knowledge of networking products and protocols to provide support in your designated technology focus area.
  • You can effectively utilize databases of existing issues, debugging tools and lab simulations to analyze problems and identify solutions
  • You love sharing knowledge to build relationships, and can effectively troubleshoot problems both alone and as part of a team.

Minimum Qualifications

  • You've achieved a Bachelor’s Degree in a technical field, masters preferred
  • You hold a CCNA or equivalent level of demonstrated networking knowledge and experience with TCP/IP and Routing Protocols
  • You have a minimum of 1-3 years’ experience troubleshooting Storage Networking Technologies and use finisar, wireshark, or other protocol analyzer to identify and overcome problems.
  • Will be required to perform advanced troubleshooting of Storage Solution using:

Cisco MDS Family of Fibre Channel Switches

Windows, VM, Linux, and Unix based operating systems.

Storage Network Architectures for Fibre Channel (FC), FCoE, SCSI, iSCSI, FICON protocols

Troubleshoot, assist, maintain and implement solutions using Cisco’s integrated network and storage architectures solutions

Data Center Network Manager (DCNM) application

  • Innate crisis management skills and the tenacity to handle critical customer issues
  • You have experience interacting with customers or in a client facing role with excellent verbal and written communication abilities
  • You are dedicated to resolving complex technical problems, multitasking, and being a customer advocate to achieve customer success

Desired Skills

  • Cisco Certifications, MCSE or VCP Certifications
  • Knowledge of products within: Data Center, Routing/Switching, HP/IBM/Dell Server Support
  • Certifications from Cisco, HP, IBM, Dell Server Support, Netapp, MCSE, VCP
  • Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting)

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 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.
  • 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 connect everything – people, process, data and things – and we use those connections to change our world for the better.
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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