Escalation Engineer (Routing and Switching)

  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do
Role & Responsibilities
* Act as a focal point for high impact, large account problem resolution
* Works on complex problems where analysis of situations requires in-depth evaluation of factors
* Participate in daytime and night/weekend on-call rotation
* Troubleshoot complex enterprise networks to quickly resolve downtime and outages
* Create Methods Of Procedure (MOP) and action plans for post-sales projects
* Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
* Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
* Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
* Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
* Perform ad hoc analyses and tasks as assigned
* Provide guidance and leadership to less experienced engineers
* Design consultation on operational issues
* Provide feedback to process managers to enhance processes
* Provide input in customer facing meetings on technical issues
* May require some travel to customer locations in this role

Who You'll Work With

Cisco CMS team is a dynamic and growing organization looking for knowledgeable and capable individuals to help scale the team as we move forward in a very fast and evolving marketplace.

Who You Are
Cisco Cloud and Managed Services (CMS) organization seeks an engineer to join a team of extremely talented engineers supporting strategic accounts. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology. The successful candidate will have a track of records and desire to excel at both technical issue resolution and customer management

Minimum Qualifications
* Minimum of 6-10+ years experience in network support 
* Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP
* Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, Frame-Relay, vPC and FabricPath
* Strong practical knowledge of Cisco platforms including 6500, ASA, ASR, Nexus, loadbalancers and ISR series routers
* Proven crisis management skills
* Strong analytical, problem solving and organizational skills
* Strong written and verbal communication skills in english
* BS in Engineering/Computer Science/IT and/or equivalent experience
* Prior experience in support of remote customer networks required
* ITIL certifications a plus
* CCIE highly desired
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. 

We Are Cisco. 


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!