- Provide phone/email consultation to independently debug product problems reported by Cisco customers worldwide.
- Provide technical support for Cisco technologies, products, and/or solutions, resolving moderate to complex technical problems.
- Utilize sophisticated lab setups to duplicate and solve problems, ensuring high customer satisfaction.
- Keep up-to-date with the latest technology trends/products to provide high-quality support.
- Act as a focal point for large account network problem resolution and provide technical leadership.
- Manage the current and future requirements for Cisco TAC labs to debug complex problems.
- Develop content, including technical documents and white papers, to simplify the support experience for customers.
- Drive improvements in product serviceability, new product/feature incubation, and field quality.
- Conduct training programs and mentoring for technical consulting engineers.
- Work closely with colleagues to achieve common goals and share knowledge.
Technical Skills Requirements:
- Hands-on experience with Cisco products and technologies, including Telepresence, CUCM, MS, VCS, IOS-XR Router, IOS-XE architecture, Cable, SP Mobility, and optical.
- Knowledge of industry-standard routing protocols (BGP, OSPF, IS-IS), MPLS, MPLS L2 VPN, MPLS L3 VPN, QoS, multicast, NAT, ALG, HA, IDS/IPS.
- Experience with LAN switching, wireless, architecture, NMS, DNA Center, routing protocols (OSPF, RIP, BGP, Static), and security protocols (ACL, NAT, VPN IPsec Tunnel, SSL VPN Tunnel).
- Strong troubleshooting skills on TCP/IP, HTTPS, DNS, SSL & TLS, and experience with tools like Wireshark, Putty, TCPDUMP.
- Experience with Data Center technologies, including Nexus switches, UCS-B systems, and storage networking.
- Knowledge of server OS (Windows, VMware, Linux), server virtualization, and Ethernet/SAN environments.
- Hands-on experience with Load Balancers/Application Delivery Controllers (Big IP F5, Citrix, NetScaler, Riverbed, Barracuda).
- Experience in working on Cisco security products, such as ASA, FTD, Email and Web Security, VPN, Firewall, AMP, AAA, Cisco Secure Firewall Firepower 7.0.
Qualifications:
- 3-7 years of relevant work experience in a troubleshooting/customer-facing environment.
- Bachelor's or Master's degree in engineering, electronics, telecommunications, electrical, computer science, or a related field.
- Certifications: CCNA (required), CCNP, CCIE (preferred).
- Proven troubleshooting experience in complex environments.
- Effective communication skills in English; other languages are a plus.
- Ability to work collaboratively in a multicultural team environment.
- Passion and demonstrated ability to learn and adapt to new technologies.
