1216419 - Customer Support Engineer, Core Architecture and Technology Solutions (CATS)

  • Location:
    San Jose, California, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You'll do

Do you have a strong Computer Science, Computer Engineering, or Electrical Engineering background with a real passion for Networking? The Core Architecture and Technology Solutions (CATS) team focuses on all Cisco’s core platforms, cultivating a culture of discovery and engagement with partners across the service chain and with many of Cisco’s business units. The team provides extraordinary support to customers experiencing crashes and memory leaks, while feeding their appetite for learning new technologies.

Who You’ll Work With

Cisco's Technical Services is team of elite technical authorities 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 excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores. The Cisco TAC provides live technical support through multiple channels, whenever and wherever you need it. Technical Services ensures product & network operate efficiently and benefit from the most up to date system and application software.

Roles and Responsibilities

The CATS Customer Support Engineer (CSE) is a rare individual, whose responsibilities include:

  • You'll provide technical support regarding the company's proprietary systems and software, including training creation of intellectual property materials as required.
  • You enjoy assisting customers in troubleshooting hardware/software related issues on various platforms.
  • You can provide top-level technical support for router and switch architecture (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/Jabber consultation to independently troubleshoot & debug product problems.
  • You'll apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
  • You effectively utilize moderate to complex lab setups to recreate and solve problems.
  • You have experience submitting complete and correct defect reports in area of expertise.
  • You'll be acting as a technical authority and providing support on a world-wide basis.
  • You can work with minimal supervision and no instruction on routine work and general instruction on new assignments
  • You would enjoy interacting internally with CSEs, SEs, NCEs, and internal engineering departments.

Minimum Qualifications

  • You've achieved a Bachelors in Computer Science/Electrical Engineering and 1 to 2 years of related work experience
  • You have general knowledge of the networking industry, Cisco products, and protocols
  • Your technical expertise and extensive customer service/support experience, including crisis management skills and ability to handle critical customer issues/problems is second to none
  • Effective written and verbal communication, including strong negotiating , influencing, time management, organization and soft skills
  • Ability to work effectively with and provide guidance to other members of the work group.
  • CCNA level networking knowledge

Desired Skills

  • CCNP or CCIE level networking knowledge
  • Proficient in one or more Programming languages (C+ C++, Java, Python)

Why Cisco

At Cisco, each person brings their unique 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 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 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 connect everything – people, process, data and things – and we use those connections to change our world for the better.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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