Solutions Support - Customer Support Engineer 1220284

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

The Business Entity

The Cisco Technical Services group provides world-class support for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team

On this team, you will get the opportunity to work in a uniquely diverse and socially responsible environment with one of the most innovative companies in the high-tech industry. The team works on complex, challenging issues with some of Cisco's top customers. It's a great opportunity to master the latest technology and products, while working with a technically diverse and supportive team. You'll be coached and mentored by some of the industry's brightest minds who will help challenge and develop your technical skills. Grow your skills in a fast paced, team-oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies.

Role & Responsibilities

·       Provide Technical Support to high-profile Cisco customers; be a trusted advocate of the customer.

·       Provide second/third level technical support to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.

·       Apply analytical skills and technical knowledge to solve product and network problems of lower to medium complexity.

·       Utilize lab setups to recreate and solve problems.

·       Directly impact the Customer Satisfaction with Cisco which reflects Cisco's success as a business leader.


Minimum Qualifications

·       Typically requires BS in a technical field (CS/EE preferred) or equivalent with at least 2-4 years of Networking industry experience and knowledge of products and protocols.

·       Experience as technical support level 2 resource for an enterprise in a similar or related field.

·       4+ years experience in Customer Technical Support role.

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

·       Excellent writing, verbal, and customer listening skills.

·       Highly collaborative work style to enable intra- and inter-team coordination and support.

·       Ability to handle critical customer issues/problems.

·       Self-motivated with strong self-development ability.

·       Advanced English communication skills (written and oral).


Technical Qualifications

Solutions Support CSEs are needed across a number of technologies; candidate should have demonstrated proficiency in one / some of the following technologies:

·       Core Switching & Routing technologies

·       DB (MySQL/Postgres/MariaDB optionally NoSQL/MongoDB)

·       Experience with configuration management tools is a big plus (Puppet, Ansible, Chef)

·       Experience in one or more scripting technologies (Bash, Perl, Shell, Power Shell, Python, etc.)

·       Experience with exploiting webservices/API/JSON

·       Knowledge of container technology i.e Docker

·       Knowledge of virtualization, cloud computing, and technologies like AWS and OpenStack

·       Previous experience working with cloud providers

·       Hands-on experience with PaaS tools (or other cloud management software)

·       Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS)

·       Knowledge of software application frameworks

·       Experience of the administration of firewall environments in line with IT security policy and routing

·       Experience in Collaboration support

·       Linux Certification

·       Networking Certification(s) (CCNA, CCIE)

·       Professional level certification in Cisco technologies (CCNP, CCVP)

About Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.


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