Technical Consulting Engineer

Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year - in 17 languages - from customers in 180 countries? Do you Achieve Results? Think Analytically? Handle Conflict and Customer Experience? Make Decisions with Critical Thinking? You may be a Cisco Customer Support Engineerand we have the People Deal for youWHO YOU'LL WORK WITHStrategically positioned within Cisco's Technical Assistance Center (TAC), Architecture Team is a team of best-in-class technical experts whose primary focus is the behavior (or misbehavior) of the Network Operating System (specifically IOS, IOS-XE and NX-OS) and a depth understanding of the Network Operating System, while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field. We provide tireless support to our customers, partners, account teams, and other TAC engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are second to noneWHAT YOU'LL DOThe Customer Support Engineer is the connection to Cisco customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued.- Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction.- Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.- Reverse engineering analysis, identification and documentation for unexpected behaviors in Cisco devices running IOS, IOS-XE and NX-OS.- Interaction and collaboration with other TAC Technology teams.WHO YOU ARE- CCNA or equivalent level of demonstrated networking knowledge.- Understanding of Overall Computer Architecture.- C Debugging and data structures knowledge.- Netconf, Restconf, Yang, GNMI basic/intermediate knowledge.- Understanding of Virtualization Technologies (ESXi, KVM, Docker, etc).- Linux/Unix file system knowledge.- Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success.- English fluency.- Excellent verbal and written communication skills.- Crisis management skills and ability to handle critical customer issues.- 2+ years of experience in technical support, computer networking-related problem solving, critical thinking, and troubleshooting, interacting with customers, partners and account teams.- Proactivity to investigate new technologies, new issues and develop initiatives to impact daily basis tasks.- Ability to clearly and concisely articulate both technical and non-technical concepts.- Excellent time management, follow-through, and attention to detail.- Outstanding customer service skills.DESIRED QUALIFICATIONS- CCNP R&S certification or equivalent.- Strong knowledge in Virtualization Technologies deployment and troubleshooting.- Proficient in one or more Programming languages (Python, C, C++).- Proficient in one or more Public Clouds (GCP, AWS, Azure).- Troubleshooting experience with Operating Systems such as IOS, IOS-XE or NXOS.- Bachelor of IT Degree or similar.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 youNearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling 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 size 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 recognise 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 th