Customer Support Engineer

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1027757
What You'll Do
* Provides second/third level technical support for ACI/DC technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.
* Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
* Provides technology/product training and intellectual property material as required.
* Acts as focal point for large account network problem resolution.
* Effectively utilizes moderate to complex lab setups to recreate and solve problems.
* Submits complete and correct bug reports in area of expertise.
* Ability to determine root cause and resolution for previously unknown problems.
* Interacts across TAC/HTTS/ROS teams and development teams at peer level.
* Acts as a technical expert and provides support on a global basis.

Who You'll Work With
New Customer Support Team in ACI to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. This team gains insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.
Come and join the Latam TAC team!

Who You Are
The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.
Technical Skills required: In-depth knowledge with some of the following:
1. Basic architecture knowledge of next devices:
Nexus 7k
Nexus 5k
Nexus 2k
UCS-B
UCS-C
2. Solid understanding of the next technologies (infra):
vPC
VDC
Fabric-Path
OTV
FEX technologies
PVRSTP
Multicast
EIGRP
OSPF
BGP
3. Solid understanding of the next technologies(Virtualisation):
Virtualisation environments
Vmware
Service Profiles
L2 disjoint Networks
FCoE
N1kv and deployment models
4. Solid understanding of the next general technologies:
How TCP works
How to analyse a trace file
Based on trace files, find out if the problem is related to application/network/end host issue.
Troubleshooting logic.
Strongly recommended a Wireshark course taken.

* Candidate must have excellent verbal and written communication skills.
* Ability to analyze, use and configure small to medium networks.
* Ability to work effectively in an interrupt driven environment and provide guidance to other members of the work group.
* Strong analytical and troubleshooting skills. 
* Able to determine problems and deliver known solutions with a high level of customer satisfaction.
* Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 3-5 years related experience.

Desired Skills
CCNA/CCNP (any tech) desired

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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