1219051 - Video Customer Engineer

  • Location:
    Austin, Texas, US
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You'll Do

For years, Cisco's vision has been to change the way the world works, lives, plays, and learns. Our vision is more relevant today than ever. We made the Internet what it is today. First, we focused on creating connectivity. Now, we're in the Internet of Everything transition—an era where we'll help create unprecedented value by connecting the unconnected.

To help us bring this vision to life, join us in our exciting journey. TOMORROW starts here.

We are looking for an experienced Customer Support Engineer (CSE) to join seasoned RMS Scaled video support team. Candidate must possess experience with large, complex, high growth video environments. Understand network design, have solid problem determination skills, be able to recommend improvement initiatives to provide a highly availability video environment.

Who You’ll Work With

Become part of Cisco Managed Services (CMS). CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers.

We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own.

Who You Are

Required Skills:

- Ability to analyze, configure and troubleshoot large Cisco video environments (Endpoints / Infrastructure)

- Is a technical expert in more than one area with a wide understanding of networking protocols and concepts

- Proven planning, prioritization and organizing skills

- Drive for continuous learning, results orientation and teamwork

- Utilization of a good understanding of Cisco business strategies and drivers to guide activities

- Ability to drive change through innovation & process improvement

- Proven crisis management skills

- Proven leadership skills

- Provides consultation to independently solve problems in broad, complex, and unique environments with mixed media and protocols

- Provides systems/product training both internally and externally and intellectual property material

- Acts as a focal point for large account video problem resolution. Is a technical expert in more than one area

- Effectively utilizes lab setups to debug broad and complex problems

- Provides input to internal engineering and product organizations on future product development

-- Solid foundation in IP network communications protocols

-- Ability to develop customized and advanced logic within complex tool set to proactively detect failure

Essential elements (technical & otherwise):

- Significant exposure/familiarity with the following platforms:

--- Cisco Unified Communications Manager (6.x, 7.x, & 8.x)

--- Cisco Telepresence Management Suite

--- Cisco Video Communication Server (C / E)

--- Cisco MCUs


--- Cisco Routers and Switches

--- Routing Protocols (BGP, EIGRP, OSPF)

--- Layer 2/3 Switch networks

--- Multicast

Knowledge of/exposure to:

- Information Technology Infrastructure Library (ITIL) framework, with focus on Incident and Problem Management

- Process Improvement identification/execution (e.g., optimization, proactive, innovation)

- The ability to work well as a team for the ultimate success of our customers.

Must possess solid communication skills:

- Build client relations (e.g., establish productive and reciprocal relationships with RMS Team, Customers, Partners and other stakeholders)

- Professional & concise (written & verbal)


- Receives limited supervision

- Provides guidance and mentoring to other engineers

- Translates worldwide team goals into own work assignments

- Determines methods and procedures on new assignments


- Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 6-10 years related experience

- CCIE or CCIE candidate preferred (other relevant and industry respected certifications may be considered in special circumstances).

This position must reside in Austin, TX.

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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