Customer Support Engineer - Mobile Packet Core Applications

  • Location:
    Krakow, Poland
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1002370

Cisco are always looking to identify talented people. If you are reading this posting then we may not have an open job right now, however it is highly likely we will in the future. If you are interested in working for Cisco in this capacity then please submit your details and CV or resume against this requisition so that when a suitable vacancy arises a Cisco representative can contact you directly.

Overall:

It's an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Cisco is entering an exciting new era. The concept of internet of everything is quickly becoming a reality. And Cisco is leading the experience.

 

We invite you to join some of the industry's brightest minds in developing, supporting and deploying today's most advanced Internet technologies. In this role, you will gain expert level knowledge of selected Cisco products and will provide complex technical support to selected Cisco customers across Europe, Middle East, Africa + Russia (EMEAR).

In this job role, you will be a part of our Mobile Applications support team supporting a range of products that are critical in the mobile market: CPS (Cisco Policy Suite in Mobile Packet Core and WiFi solutions) and a range of other third party products that allow customer to analyze consumer data like MURAL – java applications running on top of Linux, TOS from openwave. We are also ramping up, to support ASR5K product (which acts as PGW, MME, GGSN, SGSN) in mobile packet core network. You must be willing to learn, adapt, and embrace lots of change in this rapidly evolving market. We look for a candidate that can show aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely, and to drive customer satisfaction. Cisco believes that business results can be achieved by inclusion and diversity. It is expected from the candidate to exhibit inclusive behaviour, demonstrating respect for the individual

 

In the Technical Assistance Center, in the role of a Customer Support Engineer, you will provide the last line of support for Cisco customers worldwide. Together with the rest of the team, you will act as a worldwide expertise center on Mobile Applications technologies.

 

Also, the Mobile Applications team being positioned in Software and Technology Incubation, you will have immense opportunity to explore new technology areas and products (that come as part of acquisitions as and when we start working on integrating them with Cisco’s support model) and multi-technology solutions.

 

Relationships:

 

• Reports to a TAC team manager.

• Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge. Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident.

• Connects directly with Cisco customers and builds effective working relationships while solving their issues. Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.

 

Deliverables:

 

• You will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.

• You will typically be responsible for resolving moderately to highly complex technical problems, depending on the customers need.

• You will simulate technical problems in lab environment.

• You will share your knowledge with other people in writing technical documents and enlarge the knowledge database.

• You will provide internal and/or external technical presentations (cross-training).

• You will escalate some specific problems to the responsible Business Units (engineering/development) for product enhancement.

• You will work closely with your colleagues to achieve common goals.

• You will strive to technical excellence and expertise.

 

Travel / Shifts:

 

• Occasional travel to customer / training / meetings may be required

• The job holders will work to European office hours and provide some weekend support.

 

Location(s):

 

• Cracow, Poland

  

PERSON PROFILE

 

Technical Skills:

 

Must have:

  • Operating system troubleshooting and basic administration skills: RHEL/CentOS,
  • Basic scripting: shell, awk.
  • Database Management/troubleshooting: MongoDB.
  

Desired skills:

 
  • application support knowledge: Supporting Java applications on a Linux or UNIX platform
  • authentication and charging protocols: RADIUS and DIAMETER
  • virtualization: VMWare ESXi, Openstack
  • extended scripting: Python, Perl
  • experience with mobile packet core network architecture and WiFi (AAA)
  • IP networking knowledge: CCNA or equivalent
  • Network tools: tcpdump, Wireshark, grafana
  • HA: haproxy, corosync, svn.
  

Language skills:

Very good English is essential in multinational environment

  

Soft Skills:

 • Eager to learn. Technical aptitude to assimilate new learning quickly

 • Excellent written and verbal communication skills

 • Flexible: Very able to adapt to a changing environment

 • Able to take initiative and drive change

 • Performs well under pressure and in disruptive environments where priorities can change in response to customer demand

 • Capacity and passion to help customers. Good customer engagement

 

Industry or Sector Experience:

• Prior experience in a technical support capacity (advantageous).

• Prior experience of high-level technical problem solving (essential)

 

Education:

 • Bachelors in Computer Studies or Engineering or equivalent (preferred)

 • Cisco and other relevant technical certification (advantageous)

 

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