Sr. Solution Support Customer Support Engineer

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

The Cisco Technical Services group provides world-class support for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

Among your main responsibilities:

·         Interface internally with Customer Support Engineers, Sales Engineers, Network Consulting Engineers, Technical Leaders and Internal Engineering departments.

·         Provide second/third level technical support to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.

·         Apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity as a technical expert, potentially on a global basis.

·         Provide technology/product training and intellectual property material as required.

·         Act as focal point for large account network problem resolution.

·         Effectively utilize moderate to complex lab setups to recreate and solve problems.

·         Submit complete and correct bug reports in area of expertise.

·         Interact across TAC teams and development teams at peer level.

Who You'll Work With

On this team, you will get the opportunity to work in a uniquely diverse and socially responsible environment with one of the most innovative companies in the high-tech industry. The team works on complex, challenging issues with some of Cisco's top customers. It's a great opportunity to master the latest technology and products, while working with a technically diverse and supportive team. Grow your skills in a fast paced, team-oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies.

Who You Are

·         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.

·         Advanced English language skills (written and oral) are required

·         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

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at 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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