1221898 - Customer Support Engineer, IOS/XR

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Richardson, TX
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Cisco seeks a Customer Support Engineer to join some of the industry's brightest minds in resolving challenging customer problems in Service Provider environment worldwide. In this role, you will gain insight into modern carrier grade programmable and scalable Aggregate Service, Network Convergence routers. You will demonstrate an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely to drive customer satisfaction. If you have curiosity, patience, an empathetic view of the customer and want to advance your career contributing to customers' success while working with an industry leader in technology...this may be the role for you!

Who You'll Work With

Cisco's Technical Services is team of elite technical specialists 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. Cisco's Technical Assistance Center (TAC) is aligned to the GTC's three geographic regions; together, they form one global, borderless TAC. Cisco TAC provides live technical support through multiple channels, including phone, email, and chat 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.

Who You Are You

Provide 2nd/3rd level support to debug broad, complex unique network topologies with mixed media protocols to Cisco customers. You enjoy working on complex problems where analysis of situations requires in-depth evaluation of factors. You get passionate about independently troubleshooting and debugging product problems. You provide technical support for SP/Enterprise customer network issues worldwide running IOS-XR based Operating System on ASR9K, NCS and CRS routers and contribute towards building a knowledge base for customer support and internal partners. You enjoy providing mentor-ship to less experienced engineers. You can be a focal point for high impact problem resolution. You collaborate with VARs, OEMs, end-users, and internal engineering departments to drive quality into the product.

Requirements for this Role

  • You have a Bachelor's degree in a technical field or equivalent
  • You have 4-6 years IP/Networking, routing protocols or relevant experience
  • You have strong communication skills, both oral and written
  • 4+ years’ experience in at least THREE of the following SP-focused technologies: Routing Protocols, Multicast, MPLS, Quality of Service, L2VPN and L3VPN
  • Minimum CCIE written in RS or SP
  • You have prior direct customer support experience is required. Desired Skills
  • CCIE is desirable
  • Troubleshooting experience using finisar, wireshark, or other protocol analyzer

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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