Technical Consulting Engineer

Technical Consulting Engineer - Enterprise Networking

Who You'll Work With:

The Customer Experience (CX) Center provides flexible and innovative ways to help meet customer needs while improving profitability for Customer Experience delivery teams. Highly technical, global resources support customer engagements in the EMEAR region. Through our network of Customer Experience Centers (CX Centers), we enable the delivery of innovative services and solutions. Our collaborative delivery model drives scalability, productivity, and innovation across the AS organization.

What You'll Do

Main Responsibilities:

Diagnose and fix known technical problems for the given tools/products supported for the region or accounts.

Be the main point of contact for all assigned Accounts/Products/Tools.

Respond to partner and customer inquiries through email and telephone.

Handle and follow up on open customer issues.

Communicate with the customer, point of contact/partner, and the Cisco field team.

They must be flexible, able to work on other platforms outside their area of expertise, and open to learning new technologies.

Record and manage best practice resolutions for the company's self-service knowledge base.

Escalate issues as per the Service Level Agreement.

Extend technical support on software for internal and external clients.

Inform client functionality requests or software change requests to the development team.

Handle resolution paths' knowledge base and known issues.

Offer proactive communication to clients, account managers, and project managers.

Supervise the Technical Support forum and website.

Who You Are

BS/BE Tech degree or equivalent + 8 years of related experience in the IT industry.

Good technical foundation in networking.

Exposure to CISCO Networking devices (CCNA, CCNP, or CCIE Certification is preferred).

Understanding how devices work (CPU, memory, interrupts).

Excellent communication skills (in English).

Good Interpersonal Skills - Written & Oral.

Previous programming, preferably in C or Python, as well as debugging experience, will be valued.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it.

We embrace digital and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do - you can't put us in a box!