Cisco Customer Support Engineer in Bangalore, India

Customer Support Engineer

  • Location: Bangalore, Karnataka, India

  • Area of Interest Customer Experience

  • Job Type Professional

  • Technology Interest Networking

  • Job Id 1242724

What You'll Do

As a Solutions Support Engineer you will provide remote expert level Technical services on a worldwide basis for the Digital Network Architecture/Software Defined Access Solutions including DNA Assurance and Automation to customers and partners. The DNA/SDA Solutions team is part of Customer Experience Global which is a team of world-class technical experts 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 outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement.

Who You Are

· Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues at a solution level

· Applies analytical skills and technical knowledge to solve 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 supportability of processes and solutions

· Submit complete and correct software defect reports in his or her area of expertise

· Act as a technical expert and provides support on a worldwide basis

· 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 range 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 figure out appropriate action

· Excellent 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 strong 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

Desired Qualifications

· A minimum of 2-3 years in providing remote troubleshooting to global customers either in the Routing/Switching or Wireless technology area

· You possess a fundamental working knowledge of computer and networking industry, products and protocols including:

o Campus Architectures

o Routing Protocols such as BGP, ISIS & LISP

o Understanding of Linux and Micro services systems

o Must have a Basic Programming/Scripting Skill (preferably Python)

o Understanding of Security in a Campus network including technologies like 802.1x and Cisco Trustsec (CTS)

o Either a good understanding and troubleshooting knowledge of Cisco Wireless products (WLC & APs) or Cisco Catalyst platforms (Cat3k, Cat6k and/or Cat9k)

o Preferably a CCIE certification

o Strong Written, Verbal and Presentation skills

o Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 8 years related experience or MS in a technical field (CS/EE preferred)

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.