Deployment/Escalation Engineer

  • Location:
    San Jose, California, US
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
    Internet of Everything, Service Provider, Software Development, Testing
  • Job Id

Deployment & Escalation Engineer. Provide BU support for high-touch and large scale deployments of high-end routing platforms. Work with regional support teams to ensure successful deployment. Specific responsibilities include: working with customer and support team to assess technical requirements and potential issues; acting as an escalation point of contact for technical and operational issues; providing technical support to customers and internal Cisco support team; and providing status updates on the overall deployment project(s).

Requirements include:
- Familiarity with high-end routing platforms and respective architectures (CRS/ASR900/NCS5000/NCS5500/NCS6000)
- Familiarity with IOS-XR and its related operating system(s) [IOS-XR, NGXR, cXR etc]
- Familiarity with technical protocols (BGP/OSPF/ISIS; IPv4/IPv6; MPLS TE/FRR/VPN; RSVP; Multicast (v4/v6).
- Platform architecture
- Familiarity with internal Cisco organization and eco-system (BU, AS, TS, etc.)
- ability to uncover requirements on systematic problems and drive plans with respective teams for long term solutions providing better customer experience and product/solution stability
- Acts as a filter and liaison between engineering and customer/customer account/customer support teams
- Familiarity with Service Provider customers and environments
- Demonstrated customer-management skill-sets with assistance of Senior Engineers
- Good communication skills
- Good troubleshooting skills
- Technical writing skills (whitepapers, documents, presentations, etc.)

Must be willing and able to travel to customer sites.

On a rotational basis, provide OnCall BU escalation support as needed for critical accounts and escalations.

Education qualification:
*BS/MS in Computer Science/Electrical/relevant engineering area
*CCIE is desirable

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