Technical Consulting Engineer

1 week ago

pune, India Cisco Full time

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 Qualifications

Typically 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 advantage

Desired Skills

Experience 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 Engineers Experience 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 requests

What you will do

Optimally 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 TCEs Recognizes and submits bugs with all required related information Builds 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.

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