1217371-Customer Service Engineer

  • Location:
    Richardson, Texas, US
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    Service Provider
  • Job Id
    1217371
New
What You'll Do

We are seeking a Customer Support Engineer (CSE) at Cisco to support Cisco Network Service Orchestrator (NSO) enabled by Tail-f. This product consists of many interconnected applications working in concert to help optimize the network and orchestrate the best path for each customer portal on the network. This is achieved through several areas;

Model-driven: Network services and devices are modeled into YANG and their configuration states are centrally stored in NCS. All northbound interfaces, user interfaces and south-bound device configuration command sequences are automatically generated from the data models.

Service-Aware: NCS provides a declarative way to specify how a network service shall be applied to the network infrastructure. This greatly facilitates the mapping of service configuration changes to device configuration commands. The entire service life-cycle is supported including creating, modifying and deleting service instances.

Programmability: NCS provides a rich set of transaction-safe and model-driven Application Programmatic Interfaces (API) such as REST, Java, JavaScript, and XML. All of them work in a publish-subscribe model so that other systems can be kept in sync in real-time.

Transactions: NCS applies all service changes towards the network as atomic change-sets. This ensures that the network is always in a consistent state and can automatically recover from failed configuration changes.

Consistent State: NCS represents the true current state of the network services, the device configurations and the mapping between services and devices through a central data-store in real-time.

The CSE will use their skill to perform failure analysis, design validation and experiment with “what-if” scenarios for their backbone networks. This role is part of an organization that works on the latest and greatest technologies that Cisco is betting on to transform our business.

The CSE opportunity allows for in depth understanding of several key growth segments of the SP Cloud marketplace including Packet Core, VoLTE, Virtualization, Cloud Orchestration and WAN/LAN facing transport technologies. The products supported by this group are MATE, Quantum Policy Server, Network Services Orchestrator, Quantum Virtual Packet Core, and others. This position is focused on the Cisco Network Service Orchestrator (NSO).

The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for the CSE. The CSE will also build and maintain relationships with Cisco's existing customers as well as work with new customers as they come on-line.

The Customer Support Engineer will have the following major responsibilities:

* Customer Support - represent the company's technical capabilities and manage day-to-day technical needs of service provider customers. Support / enable customer specific solutions to grow business. Steer customer expectations according to product and network management capabilities.

* Beta Support - drive successful new product introduction in partner labs and customer live network.

* Perform ad hoc analysis and tasks as assigned

* Network Planning (external) - deliver expert consulting, design and engineering support to customers for sales opportunities. Work with Sales and Professional Services to develop state-of-art customized solutions for Carriers worldwide. Recommend technical solutions to improve customer operations.

* Network Planning (internal) - provide technology consulting for internal teams (i.e. Product Management, Marketing, Sales). Convert external customer requirements into recommendations for new product features and improvement in existing products.

* Provide tier one and tier two technical support.

* Participate in daytime and night/weekend on-call rotation.

* Troubleshoot service provider networks to quickly resolve downtime and end outages.

* Own incoming issues and drive them to resolution.

* Update case notes to reflect current status of support cases.

* Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.

* Effectively communicate/escalate issues to engineering within Cisco, and resolutions/work-arounds to the customer.

* Utilize the Cisco technical service lab to recreate and resolve customer issues.

* Develop additional expertise in specific areas (i.e. technology, product, solution).

* Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...).

Who You'll Work With

Cisco Technical Services (TS) in the US is a Strategic Differentiator to our transformational & strategic accounts, and a business differentiator to our top Partners, by accelerating customer and partner success and loyalty with new TS offers.

The CSE group within Cisco is a dynamic and growing organization looking for knowledgeable and capable individuals to help scale the team as we move forward in a very fast and evolving marketplace.
 
Who You Are

Minimum Qualifications

* Experience with Remote Customer Support

* Strong analytical, problem solving and organizational skills.

* Strong written and verbal communication skills.

* Strong skills of Linux/Solaris/Unix

* Minimum of 5+ year's experience or graduate school equivalent in the telecommunications industry

* Desire to continue learning

* Strong knowledge of protocols including OSPF, BGP, and other general Routing and Switching protocols.

* Python, Perl, C, Java or any programming/scripting experience

 
Skills considered a plus:

* Virtual Network Functionality knowledge

* Software Defined Networking experience

* Virtual environments such as VMWare, KVM or Openstack

* Experience with scripting and automation tools/languages

* Experience with high availability service provider or data center environments

* Experience with any Orchestration software, YANG data models, NETCONF protocol or other orchestration components with a desire to learn about creating Yang models

* System Design, Configuration Management, Development and Deployment of virtual services in multiple environments

* BS in Engineering/Computer Science/IT and/or equivalent experience, Masters degree a plus.

* CCIE not required, but is a plus

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

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