Customer Technical Support - Optics

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id


 What You’ll Do


We are looking for Optical and IP Customer Support Engineer and the following responsibilities include:

·        Provide second/third level technical support for Optical and Data/IP technologies to Cisco customers, partners, account teams, and other TAC engineers

·        Apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity

·        Act as a technical expert and provide support on a world-wide basis

·        Work on problems of diverse scope where analysis requires evaluation of identifiable factors

·        Provide technology/product/troubleshooting training and intellectual property material as required

·        Act as focal point for large account network problem resolution

·        Effectively utilize moderate to complex lab setups to recreate and solve problems

·        Submit complete and correct defect reports in area of expertise

·        Interact across TAC teams and development teams at peer level

·        Receive minimal supervision, no instruction on routine work, and general instruction on new assignments

·        Report to Manager, Technical Support

·        Typically interface with lower level CSE's, VARs, OEMs, Service Providers, end-users & internal engineering departments


Who You’ll Work With


Technical Services is team of extraordinary 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 excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the Global TAC geographic regions; together, we form one Global TAC.

The Global TAC’s ability to partner with customers in solving their toughest networking challenges is what sets us apart in the industry and keeps customers coming back to Cisco. As digitization shapes our future, we lead with innovation, embrace change, and believe the customer experience is paramount to our success.

As a Customer Support Engineer in our world-class team you will gain hands-on experience and the ability to earn industry-leading certifications. You’ll have access to Cisco Technical Assistance Labs with over $650M in Cisco assets and you’ll use this equipment to stay up to date on cutting-edge innovations and understand what makes them tick.

You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers’ toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

You will also receive extensive training and development both technical and leadership/customer skill areas.



Who You Are


Candidate with 8 Years of experience in the following

  • Hands on experience on GMPLS, MPLS, OTN & DWDM with CCNA Certification
  • CCIE(R&S or SP) desirable
  • Working knowledge of Networking industry, products and protocols
  • Exposure on NMS platform
  • Exposure on scripting
  • Strong analytical and troubleshooting skills

 Desired Skills:

·        Ability to communicate effectively both verbally and in writing

·        Ability to determine problems and deliver known solutions

·        Ability to determine root cause and resolution for previously unknown problems

·        Ability to work effectively with and provide guidance to other members of the workgroup

·        Experience with handling critical customer issues/problems

·        Working with cross-functional teams

·        Presentation skills

·        Previous Customer Support experience

·        Database experience (Oracle, SQL, Sybase)

·        Unix experience

·        CCOS certification (either SONET or SDH)

·        CCNA, CCNP or higher networking certification


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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