What You'll Do

Provide remote Technical assistance on a worldwide basis for the Digital Network Architecture/Software Defined Access Solutions including DNA Assurance and Automation to customers and partners.

Deliver expert level technical assistance and solving for resolving critical customer hardware and software issues at a solution levelApplies analytical skills and technical knowledge to tackle product and network problems of moderate to high complexityEffectively utilize moderate to complex lab setups to recreate and solve problemsUse professional expertise to identify and lead support initiatives to improve the support ability of processes and solutionsSubmit complete and correct software defect reports in his or her area of expertiseProvide systems/product training both internally and externally and knowledge base materialDocument all actions taken toward resolving customer issues in customer contact tracking databaseYou can handle a wide variety of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolutionWork with minimal supervision and exercise discernment within defined procedures to determine appropriate actionStrong collaboration, crisis management and communications skillsWorking with customers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer.You have good technical, analytical and troubleshooting skills and be able to resolve the root cause of network problemsReview customer data in the form of network topologies, and crash, log, or other diagnostic files for anomaliesYou deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfactionYou are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers

Who You'll Work With

CX is a team of outstanding technical guides whose #1 focus is to deliver premier customer experience. We help take on the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The DNA/SDA Solutions team is part of Customer Experience Global which is a team of extraordinary technical guides whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through overall business outcomes for our customers and partners including industry recognition and high level of employee engagement.

Who You Are

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 10 years total networking experienceA minimum of 5-8 years in providing remote troubleshooting to global customers either in the Routing/Switching or Wireless technology areaPossess a fundamental working technical knowledge of computer and networking industry, products and protocols including:Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV)Understanding of Routing Protocols such as BGP, ISIS & LISPUnderstanding of Linux and Micro services systemsGood to have a Basic Programming/Scripting Skill (preferably PythonUnderstanding of Security in a Campus network including technologies like Radius, 802.1x and Cisco Trustsec (CTS) Either an expert level solving knowledge and exposure to Cisco Wireless products (WLC & APs) OR Cisco Catalyst platforms (Cat3k, Cat6k and/or Cat9k)CCIE certification in RnS / Wireless / Security 

Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.