Job
Description
Meet the Team We are a dedicated team of engineers with deep technical expertise in Service provider technologies and Cisco's products. Our primary role is to deliver best in class technical support to our premium customers. We are responsible for helping Customers to restore network downtime, providing recommendations to resolve issues, and addressing queries related to Cisco products. Additionally, we offer best practice recommendations to enhance their operations. Your Impact In this role, you will work with Cisco's CService Provider customers and collaborate with various teams, including Customer Expeirnece, product engineering, and the Sales. Our collaboration aims to improve overall experience of customers with Ciscos Product and Services. Furthermore, you will work with the global Support team to ensure a seamless experience for our customers. Resolve customer issues remotely via email, phone, or collaboration tools such as Cisco Webex. Use Cisco labs to replicate customer-reported issues and test software fixes provided by the engineering team. Work effectively with Cisco engineering teams to resolve product-related issues and submit serviceability enhancements based on customer feedback and technical insights. Create and document troubleshooting procedures for new and common problems to assist junior engineers and enhance team knowledge Collaborate with technical leaders to support efforts in automation and innovation within the team. Minimum Qualifications : Bachelor's degree in a Engineering (Computer Science or Information Technology preferred). A minimum of 8 years of related industry experience, with at least 4 years of experience working with Cisco routing products such as ASR 9000, NCS 5000, and NCS 540. CCIE/CCNP certification or an industry equivalent is preferred, demonstrating advanced expertise and technical skills in networking. Requires knowledge of Cisco routing products and proficiency with their command line interface (CLI). Possesses working knowledge of Python scripting and automation. Basic understanding of AI tools. Preferred Qualifications : Possesses a solid understanding of IP networking concepts, including IPv4, IPv6, Multicast, ARP, QoS, and device-level security. Experienced with service provider technologies such as routing protocols (BGP, OSPF, IS-IS), MPLS, L3VPN, L2VPN,Segment-Routing and IPv6 routing. Possesses working knowledge of software programmability, automation, orchestration, and/or virtualization. Candidates with prior Technical Assistance Center (TAC) experience from a product-based company are preferred. Excellent written, verbal, interpersonal, and presentation skills, with a developing ability to function effectively in ambiguous circumstances.
