Technical Consulting Engineer

hace 5 meses

Ciudad de México Cisco Systems A tiempo completo

WHO YOU'LL WORK WITH

Customer Experience (CX) is a team of outstanding technical guides whose #1 focus is to deliver best-in-class customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through outstanding financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

CX is transforming its services portfolio and is implementing a cloud-based delivery platform called the CX Cloud Platform. This platform is a key component of the customer experience strategy and enables customers and partners to access and consume all their services from a centralized place. We are looking for engineers passionate about cloud technology with 2 to 5 years of overall Linux experience, who are innate problem solvers, and are energized working directly with customers and set them up for success.

What you’ll do

The Technical Consulting Engineer for Cisco’s Customer Experience Platform Delivery team has a primary responsibility of deploying the Cisco CX Agent Software for CX Cloud customers. The agent streams data from the customers’ networks to the delivery platform so it may be processed, and reports may be generated and available on the CX Cloud Portal. The Deployment Engineer will remotely assist customers and internal Cisco teams with deploying the agent and securing the first successful data upload. The engineer will also be responsible for troubleshooting any issues with the CX Agent or CX Cloud Portal deliverables.

Key areas of responsibility:

- Educate internal teams and CX Cloud Customers on the deployment process, CX Agent technical specs and service expectations.
- Remotely assist customers with the deployment and installation of Cisco’s CX Agent.
- Provide second/third level technical support for CX Agent and CX Cloud.
- Act as a technical specialist and provides support on a world-wide basis.
- Interact across TAC (Technical Assistance Center) teams and development teams at peer level.
- Manage cases as they come in for CX Cloud Support or CX Agent Support.
- Update all cases through our Case management system, ensuring accurate and timely notes are kept for all customer interactions and tasks completed.
- Troubleshooting and automation.

Who you Are:
Technical Skills - must have:

- Strong experience with Unix/Linux system administration.
- Customer support experience.
- Knowledge of network protocols - SSH, HTTPS, DNS, DHCP, SNMP.
- Experience with setup, configuration and troubleshooting Virtual Machines in VMware.
- Experience in setup, configuration, and troubleshooting of Kubernetes.
- Experience with database solutions like MySQL, Elasticsearch, DynamoDB.
- Basic familiarity with AWS, API (SOAP / REST).

Technical skills - Considered a plus
- Experience with CSPC, CX Agent, Prime Infrastructure, or similar collection software platforms.

Overall skills/experience
- Organized, self-motivated, flexible, fast learner.
- Strong analytical and troubleshooting skills.
- Ability to take point and lead when troubleshooting and in fixing customer problems.
- Able to determine problems and deliver solutions with a high level of customer satisfaction.
- Ability to determine root cause and resolution for previously unknown problems.

**Why Cisco?**

WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerab

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