Customer Support Engineer - Datacenter ACI What You'll Do Who You'll Work With Who You Are Minimum Qualifications Desired Skills Why Cisco

Job description

What You'll Do

Technical Services is 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 financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

Who You'll Work With

Our Application Centric Infrastructure (ACI) and Data Center (DC) Customer Support Engineers play a crucial role in providing world class “solution support” to customers/partners/account teams to solve their problems. ACI is a new and groundbreaking technology to allow application requirements to define the network. Cisco transforms next-generation data center and cloud deployments with our portfolio of products radically simplifying and optimising the entire application deployment lifecycle. On this team, you will get the opportunity to work in an unusually diverse and socially responsible environment with one of the most creative companies in the high-tech industry. You'll be coached and mentored by some of the industry's brightest minds who will help challenge and develop your technical skills. This role will offer extensive training and development.

Who You Are

It's an exciting time to join our group of ACI & DC Solution Support Engineers. Get in on the ground floor of this growing team where you will support cutting edge technology and work to evolve Cisco's customer experience! In this role you will:

1. Provide second/third level technical support for ACI / Data Center solutions
2. Advanced Troubleshooting DC Cloud Service Support / DC Switching Support / DC Computing Support
3. Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity.
4. Acts as a technical expert and provides support on a worldwide basis. Provides technology/product training and intellectual property material as required, including mentoring to other engineers.
5. Interacts across TAC (Technical Assistance Center) teams, 3rdparty vendors, Cisco Sales and Professional Services, Development and Engineering teams.
6. Works on complex problems where analysis requires in-depth evaluation of various factors within the Data Center environment and across 3rdparties. Utilize moderate to complex lab setups to recreate and solve these problems
7. Open to learning and working technologies such as security, wireless etc as our business grows and evolves a new era of “network programmability”

Minimum Qualifications

• A great attitude and a demonstrated ability to work with customers in a support environment
• 5 or more years of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability to handle critical customer issues/problems
• Bachelor's Degree or equivalent work experience in Computer Science, Computer Engineering, Electrical Engineering, or related field
• Experience with Virtualization (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Linux Containers etc)
• Working knowledge of Data Center, Cloud and Virtualization industry, products and protocols
• Fluent level of English with great verbal and written communication skills

Desired Skills

• Cisco certification is a plus (CCIE DC / R&S / etc), but not mandatory. Other vendor's qualifications and experience are welcome.
• Understanding of routing & switching (Ideally CCNP R&S level or equivalent)
• Knowledge of Nexus Switches and UCS products, Python or other programming languages is helpful.
• Experience with L4-L7- load balancing, firewalls, etc
• Knowledge of Linux. Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), virtualization (KVM, libvirt, etc), and server software (Apache, open iSCSI, NFS, MySQL and/or Galera, MongoDB, etc)
• Provide guidance to other members by Determining methods and procedures on new assignments, mentoring more junior engineers and promoting/soliciting ideas within TAC team
• Other technology disciplines may be considered

Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.