What You'll Do
Cisco Customer Experience (CX) TAC team is a team of exceptional technical specialists whose #1 focus is to help customers deploy and operate their networks effectively, while delivering the best possible customer experience. We measure your success through growing customer satisfaction metrics, industry recognition, and employee satisfaction scores, and excellent financial results.
Who You'll Work With
Our team is made up of highly-responsive and driven technology experts who love what they do: Enabling our Customers by enabling Cisco Technology! We provide 2nd/3rd level technical support on a worldwide basis 24 x 7 x 365 to Cisco customers, partners, account teams, and other TAC engineers. In this role you will focus on reactive measures including diagnostics and analysis, troubleshooting and recommendations. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology knowledge is limitless!
Who You Are
We're looking for team members who enjoy engaging with customers, have been impactful using their technical training and experience in a Support Engineer role and have knowledge in the following designated technology focus areas;
Required Skills:
General requirements for all Technical Consulting Engineers:

• You've achieved a Bachelor's Degree in a technical field, Masters is a plus
• 3+ years' experience interacting with customers in a client facing role with excellent verbal and written communication abilities
• You should have 3+ years' experience or graduate school equivalent in the telecommunications industry
• Highly developed crisis leadership skills and the tenacity to handle critical customer issues
• You are dedicated to resolving sophisticated technical problems, multitasking, and being a customer advocate to achieve customer success
• You can resolve problems, determine root cause, and deliver known solutions to bring value to customers
• Update case notes to reflect current status of support cases
• Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
• Use the Cisco technical service lab to recreate and resolve customer issues
• You can participate in weekend on-call rotation
• Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)

Required Knowledge Specific to your Technology Interest:
Linux and Virtualization:

• You have an expert level understanding and practical knowledge in Linux and its troubleshooting tools
• Sophisticated OpenStack deployment, administration, and troubleshooting
• Scripting skills (e.g. Python, Bash/Shell, Perl)
• Practical knowledge of MongoDB functions and troubleshooting
• Knowledge of container technology i.e Docker
• Experience with exploiting webservices/API/JSON
• Experience with configuration management tools is a big plus (Puppet, Ansible, Chef)
• Linux certifications are not required but a plus

Service Provider Mobility:

• Extensive knowledge of Evolved Packet Core / Policy network architecture, network elements' functionalities, and communication protocols
• Ability to perform deep troubleshooting to identify the problems and drive the root cause analysis of 4G / 5G Mobility Packet Core / Policy related issues that includes SMF, UPF, PCF, AMF, MME, SGW, PGW, DRA & PCRF
• Working experience with analyzing packet captures through Wireshark
• Working experience with Cisco Policy Suite, StarOS, Nexus, Catalyst, & UCS based products is a plus
• Good knowledge of 3GPP standards
• Familiar with CUPS and 5G Core architecture and functions

Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security 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!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.