Provide remote Technical assistance on a worldwide basis for the Digital Network Architecture/Software Defined Access Solutions including DNA Assurance and Automation to customers and partners.
- Deliver expert level technical assistance and solving for resolving critical customer hardware and software issues at a solution level
- Applies analytical skills and technical knowledge to tackle product and network problems of moderate to high complexity
- Effectively utilize moderate to complex lab setups to recreate and solve problems
- Use professional expertise to identify and lead support initiatives to improve the support ability of processes and solutions
- Submit complete and correct software defect reports in his or her area of expertise
- Provide systems/product training both internally and externally and knowledge base material
- Document all actions taken toward resolving customer issues in customer contact tracking database
- You can handle a wide variety of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolution
- Work with minimal supervision and exercise discernment within defined procedures to determine appropriate action
- Strong collaboration, crisis management and communications skills
- Working with customers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer.
- You have good technical, analytical and troubleshooting skills and be able to resolve the root cause of network problems
- Review customer data in the form of network topologies, and crash, log, or other diagnostic files for anomalies
- You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
- You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers
Who You'll Work With
CX is a team of outstanding technical guides whose #1 focus is to deliver premier customer experience. We help take on the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.
The DNA/SDA Solutions team is part of Customer Experience Global which is a team of extraordinary technical guides 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 overall business outcomes for our customers and partners including industry recognition and high level of employee engagement.
Who You Are
- Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 10 years total networking experience
- A minimum of 5-8 years in providing remote troubleshooting to global customers either in the Routing/Switching or Wireless technology area
- Possess a fundamental working technical knowledge of computer and networking industry, products and protocols including:
- Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV)
- Understanding of Routing Protocols such as BGP, ISIS & LISP
- Understanding of Linux and Micro services systems
- Good to have a Basic Programming/Scripting Skill (preferably Python
- Understanding of Security in a Campus network including technologies like Radius, 802.1x and Cisco Trustsec (CTS)
- Either an expert level solving knowledge and exposure to Cisco Wireless products (WLC & APs) OR Cisco Catalyst platforms (Cat3k, Cat6k and/or Cat9k)
- CCIE certification in RnS / Wireless / Security
Why Cisco
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything – people, process, data and things – and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
