Escalation Engineer

2 months ago

Bengaluru, India Cisco Full time

What you will do

We are looking for an Engineer to join our Bangalore Team. The Cisco DNA Center escalation Support team provides the highest level of technical support for issues which cannot be resolved through the normal Cisco Support process.

Who you'll work with

As an escalation Engineer you will provide remote expert level technical assistance for Cisco DNA Center to Cisco CX teams, customers, and partners. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when necessary.

Who You Are

You are a software engineer who believes in customer delight problem resolution. You are passionate for technology, learning and support. The ideal candidate must enjoy working in a fast-paced dynamic environment with a “can-do” attitude and is able to demonstrate flexibility and resiliency. Successful candidate must be self-sufficient and be able to work with minimal supervision. Work with geographically distributed teams across different time zones.

What you'll do

Deliver expert level technical assistance to resolve critical customer hardware and software issues at a product and solution level Document all actions taken toward resolving customer issues and root cause analysis for internal and external consumption Report and track software defects You can handle a wide range of technical support problems—from simple application or network configuration fixes to deeply sophisticated solving and problem resolution Work with minimal direction and exercise discernment within defined procedures to determine appropriate action. You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction Effectively empower resources outside team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers You might be needed to develop tool or scripts as part of the initiatives undertaken by the team

Minimum Qualifications:

Bachelor's degree (or above) in engineering/computer science with an overall work experience of 3 years. Strong understanding of networking and network management domain (knowledge of TCP/IP ). Good understanding and experience of working in UNIX/Linux Operating System environments Experience of Docker, Kubernetes or other configuration management tools Experience with relational databases ( PostgreSQL ) and NoSQL databases (Cassandra and MongoDB ) Good interpersonal and communication skills, excellent team player.

Desired Qualifications

Experience in Messaging Systems as RabbitMQ Good to have exposure to Python , Ansible, Yaml Experience with RESTful Webservices, distributed systems, Microservices, Adaptable web design patterns. Experience in using Wireshark

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