Who You LL Work With

Cisco CX Mission is to accelerate customer success through innovative services and world class people, partner, processes & tools. Services led interactions are key differentiator to improve the value of Cisco’s solution to customer.

We are a team of engineers with deep technical expertise on Cisco’s product and technology used by Service provider Customers and relevant industry experience. We work closely with Cisco Engineering team & CX Leadership to identify and implement actions required to accelerate success of Support Services Organization. We use innovative ideas to deliver the best Customer experience in Industry.

Who You Are

We need a great teammate and natural innovator that can drive resolution of complex customer issues, improved customer experiences with products, technologies, and solutions by demonstrating technical excellence, collaboration, and ownership in all aspects of customer problem resolution.

Focus should be on complex, interdependent, highly visible customer issues that have broad impact. Serve as a multi-functional technical advisor by applying depth and breadth of knowledge to drive customer success.

Minimum QualificationsTypically requires bachelor’s degree in a technical field (CS/EE preferred)Professional level (CCNP) or equivalent relevant certification desired.Effective written and verbal communication and social skills. Developing presentation skills.Shares information and communicates clearly with team members to complete deliverables.Has basic knowledge of software programmability, automation, orchestration and/or virtualization.Understanding of network Programming skills (Python) will be an added advantageDesired SkillsExperience and knowledge of Product and Technologies used by Service provider network like Routing protocols (BGP, OSPF, IS-IS), MPLS, L3VPN, L2VPN, Multicast.Hands on experience in resolving Medium to complex network issues.Working knowledge of handling network down situations, this role will be supporting Technical Consulting engineer resolve such issues.Submits effective escalations with Engineering teams with guidance from senior EngineersExperience in writing technical documents, knowledge management and technical training.Previous experience in testing/Lab recreates. Ability to identify requirement to recreate customer problem in order to isolate and resolve the customer issue.Added Advantage, knowledge on Cisco Routing products such as ASR9XX, ASR9K, NCS5500, NCS5XX.Understands how software skills and tools can be used to configure, deploy and/or troubleshoot Cisco products and solutions.Efficiently communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requestsWhat you will doOptimally seeks assistance from other TCEs for problem resolution when required. Assists other TCEs with problem resolution.Submits effective critical issues with Engineering teams with guidance from senior TCEsRecognizes and submits bugs with all required related informationBuilds and applies basic to moderate complexity lab setups to duplicate and resolve problems.Uses content for efficient problem resolution.Creates and refines intellectual capital (including documentation and training) within technology area.May mentor and develop more junior TCEs.Actively seeks a mentor(s) to continue building skills.Understands how software skills and tools can be used to configure, deploy and/or troubleshoot Cisco products and solutions.Drives customer satisfaction and takes ownership for customer success. Fully identifies and resolves issues identified within the case.Typically collaborates with customers, other TCEs, Partners, Global Delivery Partners, field personnel, and internal engineering departments.In addition to applying known solutions to tackle problems, works on problems of moderate scope and complexity that require more analysis and inquiry.Receives moderate supervision. Follows established procedures. Receives general instructions on routine work and detailed instructions on new assignments.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to guide in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we are committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco