1221789 - Customer Support Engineer, Cable Service Provider

  • Location:
    Mexico City, Mexico
  • Additional Location(s)
    Raleigh, North Carolina
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

Who You'll Work With

Technical Services is a compelling reason to repeatedly choose Cisco. Our Technical Services Advantage is the premium technical service offering in the marketplace. It’s tailored to help customer IT teams achieve specific operational outcomes. Premium Service Provider Technology Support team's responsible for holistically resolving challenging issues across Cisco's Technologies and Product Families our Service Providers deploy ‐ for many of Cisco's top Service Provider customers. We strive to give our customers a compelling reason to choose Cisco as their vendor of choice.

What You'll Do

You will diagnose and correct issues in our customer’s networks, providing a highly-satisfying customer interaction, not just technical solutions. As a Service Provider Customer Support Engineer, you’ll provide second line phone/email/fax consultation to independently debug complex product problems. You’ll perform break‐fix service request case handling for Cisco's largest Service Provider (SP) customers involving Routing, IOS‐XR and Switching technologies. You will be the trusted source of knowledge for ASR9k, CRS‐1, CRS‐3, 7600, Catalyst 6500, GSR/C12k, UBR10k. You’ll act as a technical expert in routing / switching. You’ll interact with customers on a worldwide basis and act as a focal point for large account network problem resolution. You’ll work independently, receiving minimal supervision, with no instruction on routine work and general instruction on new assignments. You enjoy providing systems/product training and can interface with lower level CSEs, VARs, OEMs end‐users internal engineering departments.

Who You Are

  • You have a Bachelors degree in a technical field (CS/EE preferred) or equivalent plus 6‐8 years related experience.
  • You have knowledge and experience supporting CRS, ASR9k, 7600, and 6500.
  • You are able to analyze use and configure medium to large SP networks.
  • You have in‐depth knowledge of Routing Protocols BGP, MPLS, L2VPN, L3VPN, MVPN and OSPF as well as a good understanding of IOS‐XR technologies.
  • You can demonstrate strong crisis management and consultative communication skills.
  • You have good organizational and multitasking skills. The position requires the ability to prioritize workload and manage customer commitments.
  • Strong teamwork and collaboration skills. The HTTS Service Provider team relies on each Engineer to communicate and collaborate often. This results in very strong teamwork which has proven to be successful in driving issues to resolution quickly.
  • You have completed a CCIE written

Desired Skills

  • Support experience for UBR10k
  • Full CCIE preferred

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 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.
  • 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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