1223383 - Customer Support Engineer, IOS/XR

  • Location:
    Richardson, Texas, US
  • Additional Location(s)
    RTP
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1223383
New

What You'll Do
Technical Services is team of world-class technical experts 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 outstanding financial results, increasing 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.


Who You'll Work With
IOS-XR is one of the most growing new technologies. The Core Service Provider team provides second/third level technical support on a worldwide basis for IOS-XR Operating systems and routers (ASR9XXX, CRS, NCS5500/6000) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems.

Who You Are 

You demonstrate an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely to drive customer satisfaction. If you have 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!

 

Role & Responsibilities
A Customer Support Engineer is part of a highly skilled team in a cutting-edge technology supporting IOS-XR Operating system and routers (ASR9000, CRS, NCS6000). This role will be located at our Research Triangle Park, NC campus.

  • Provides second/third level technical support on a worldwide basis via phone, email, web and remote access for XR products such as CRS-1 & CRS-3, ASR9K, NCS55XX and NCS 6K.
  • Working knowledge of Networking industry, products and protocols.
  • Crisis management skills and ability to handle critical customer issues/problems.
  • IOS-XR Technical Support Engineer will be driving projects with Business Unit and will be part of several engineering and Technical Content Delivery activities.
  • Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.


Minimum Qualifications

  • 2+ Years of support related experience
  • 4+ years of IP/Networking, routing protocols or relevant experience
  • 4+ years’ experience working in at least THREE of the following SP-focused technologies: Routing Protocols, IPv4 and IPv6, Multicast, MPLS, Quality of Service, L2VPN and L3VPN
  • Strong communication skills, both oral and written

Desired Skills

  • BS in a technical field (CS/EE preferred) or equivalent; 
  • Experience or Certifications in one or more of the following is preferred: CCNP or higher, preferably CCIE in   or SP
  • Troubleshooting experience using finisar, wireshark, or other protocol analyzer
  • Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting)
  • Routing Protocols, IPv4 , IPv6, MPLS, Multicast, Quality of Service, L2VPN, L3VPN, Switching, XR, IOS-XR. CRS-1, CRS-3, ASR9K
  • Service Provider experience and a service support experience is a plus

 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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