High Touch Engineer - ACI

  • Location:
    Mumbai, Maharashtra, India
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Networking, Service Provider
  • Job Id

What You'll Do

High Touch Engineering Services is design to help customers maximize network availability and functionality to achieve their business goals. In this role, you will be "Cisco’s face to the customer," working in a fast-paced, high-impact environment as a visible technical contributor delivering on our commitments. You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, you’re well positioned to become a trusted advisor capable of building solid, long-term relationships with customers.

  1. 1.      Provide second/third level technical support for ACI (Application Centric Infrastructure) /Data Center solutions
  2. 2.      Advanced Troubleshooting consisting of one or more of the following areas:
    1. a.      Data Center Switching Support
    2. b.      Data Center Computing Support
  3. 3.      Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity.
  4. 4.      Acts as a technical expert and provides support on a world-wide basis. Provides technology/product training and intellectual property material as required, including mentoring to other engineers.
  5. 5.      Interacts across TAC (Technical Assistance Center) teams, Cisco Sales and Professional Services, Development and Engineering teams.
  6. 6.      Works on complex problems where analysis requires in-depth evaluation of multiple factors within the Data Centre environment and across 3rd parties. Utilize moderate to complex lab setups to recreate and solve these problems.


Who You'll Work With


Cisco seeks a Customer Support Engineer with expertise on Cisco’s ACI technologies and products to join Cisco’s TS Advantage Service delivery team for one of the major Service provider in India. In this role, you will gain insight on the detailed functionality of Cisco products and customers with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite to resolve customer issues and for learning new technologies, evidenced by the ability to expand upon core knowledge. 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 networking technology.

Who You Are

  • ·        Bachelor's Degree or equivalent work experience in Computer Science, Computer Engineering, Electrical Engineering, or related field
  • ·        10 or more years of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability to handle critical customer issues/problems
  • ·        Expertise with Nexus Switches and UCS products
  • ·        Expertise with Cisco’s APIC controllers.
  • ·        The technical knowledge and expertise in the Data Center to deploy ACI fabric in customer environments according to their application requirements.
  • ·        Experience on deploying Cisco ACI Solution
  • ·        Experience on troubleshooting problem on Cisco ACI network with both GUI and CLI
  • ·        Experience in Python or other programming languages is beneficial.
  • ·        Virtualization experience (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Linux Containers) is beneficial.
  • ·        Working knowledge of Data Center, Cloud and Virtualization industry, products and protocols
  • ·        Great verbal and written communication skills
  • ·        Fluent level of English


Desired Skills

  • ·        Cisco certification is a plus (CCIE DC/R&S), but not mandatory. Other vendor’s qualifications and experience are welcome.
  • ·        Demonstrates good understanding of routing protocols. (Ideally CCNP R&S level or equivalent)
  • ·        Experience with L4-L7- load balancing, firewalls, etc
  • ·        Knowledge of Linux. Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), virtualization (KVM, libvirt, etc), and server software (Apache, open iSCSI, NFS, MySQL and/or Galera, MongoDB, etc) are all strongly desirable
  • ·        Strong analytical and troubleshooting skills.
  • ·        Able to determine problems and deliver known solutions with a high level of customer satisfaction and has the ability to determine root cause and resolution for previously unknown problems.


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!

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