Graduate Product Specialist - Bachelor or Master (Full time) - United Kingdom

  • Location:
    Uxbridge, England, United Kingdom
  • Area of Interest
    Engineer - Software
  • Job Type
    New Graduate
  • Technology Interest
    Software Development, Testing
  • Job Id

Start date: August 2018 but we can be flexible

Location: Uxbridge, Greater London

Can you demonstrate a real interest in technology/IT/Telecommunications, either through work experience or perhaps a hobby? If so, we are actively seeking candidates for role of Graduate Product Specialist as a key part of our R&D Escalations team.

You will be based in the Uxbridge, UK and working directly with the local developments team, but also part of a small, tightly knit global Escalations team.

We are looking for engineers with very good ‘A’ levels or equivalents and a first or upper second-class degree in Computer Science, Engineering, Mathematics, Physics, Computer Sciences or a related discipline.


As a Product Specialist, you will work in an incredibly fast paced environment where you will learn new things every single day. You will quickly build a deep technical knowledge of our products and solutions. You will be working in a team of engineers/developers who provide 3rd line technical support to Cisco’s Technical Assistance Centre (TAC), tackle complex technical problems and work very closely with developers and QA to drive solutions for customers. You will quickly become an acknowledged product expert in Cisco and you will play a pivotal role in aiding and educating Cisco’s broader support organisation, dealing with challenging customer problems and creating a bridge between R&D and customer-facing teams.


The development teams you will work alongside will rely on your unsurpassed product and solution knowledge to help them fix complex product issues and ensure feature development integrates well within the overall solution. It is an opportunity for a person who is interested in software development, QA and customer support. In return we offer the opportunity to work alongside the best engineers in the industry, responsible for supporting some of the world’s leading-edge technology.


Primary Responsibilities:

  • Technical product specialisation in one or more Cisco collaboration products and overall knowledge of the solution.
  • Final tier of support in Cisco, working directly with Cisco’s global support organisation and other Cisco BUs.
  • Troubleshoot complex customer problems and work closely with development and QA to drive solutions for product defects.
  • Manage high priority customer escalations and drive maintenance releases.
  • Strong hands-on networking and communication protocol knowledge (TCP/IP, SIP, H.323, real-time video/audio codecs, etc).
  • Build and maintain product knowledgebase and be first point of contact for other Cisco engineering teams.
  • Create, develop and maintain tools and systems to aid support role.
  • Help shape future features to ensure the best field supportability.

Skills required:

  • Strong technical aptitude to grasp/analyse/reproduce challenging problems for high-priority customer engagements.
  • Excellent written & verbal communication skills – especially important in a customer facing role.
  • Ability to grasp new technologies, willingness to learn and have genuine interest in troubleshooting challenging problems.
  • Work under pressure for multiple demanding customer escalations.
  • Ability to self-motivate and excellent team working skills.
  • Proven track record of learning new technologies and features on own initiative.
  • A demonstrable passion for technology.
  • Excellent mathematical or scientific qualifications.
  • Good understanding of TCP/IP, networking is desirable.
  • Programming knowledge (e.g. Python, C/C++) is useful.


Education Background:

  • B.Sc. / B.Eng. / M.Sc. / M.Eng from a top ranked University with a 2:1 or 1st class honours degree in the areas of Computer Science, Engineering, Science, Mathematics or other analytical disciplines
  • A minimum of AAB at ‘A’ level or equivalent

Eligibility Requirements:

  • Due to graduate or recently graduated with undergraduate or graduate level degree
  • Ability to live and work in the UK with no additional sponsorship from Cisco
  • Must be fluent in English

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