Role Summary As a Customer Quality Engineer (CQE) at Cisco, you will serve as a high-level technical authority and strategic partner for our most critical customers. In this role, you will bridge the gap between the Engineering, Global Supply Chain, and Customer Experience organizations. You will be responsible for driving proactive quality strategies as the customer’s advocate, leading high-impact failure investigations, and influencing executive stakeholders through data-driven insights to ensure the reliability and performance of Cisco’s global install base.
Key Responsibilities
- Strategic Quality Engagement: Develop and drive a customer-centric hardware quality engagement model for strategic accounts, ensuring end-to-end visibility and transparency on all quality-related matters.
- Executive Technical Leadership: Lead monthly external hardware quality performance deep dives, providing actionable metrics, comprehensive issue summaries, and expert-level Root Cause Analysis (RCA) discussions for key customer stakeholders.
- Cross-Functional Orchestration: Coordinate complex customer communications regarding corrective and customer mitigation actions (ECO, PCN, Field Notice), serving as the primary liaison between Account Teams, CX, Operations, Quality, and Engineering for these issues.
- Field Mitigation & Remediation: Lead field remediation actions for high-impact events in key customer’s networks. Monitor customer’s in-service and early-life failure activity, and execute tailored mitigation strategies for large-scale, complex network environments.
- Operational Integrity: Implement and track field mitigation agreements, including rigorous monitoring across global service depots and networks to minimize customer risk and downtime.
- Proactive Analytics: Apply advanced statistical methods and data analytics to uncover actionable insights, drive proactive issue identification, and conduct customer site audits to resolve installation and operational challenges.
- Engineering Integration: Partner with quality and design engineering teams to maintain deep, expert-level knowledge of product architecture, failure mechanisms, and quality trends across the customer install base.
- Escalation Management: Provide in-region support for critical escalations, assessing technical impact and executing rapid, effective field actions to resolve high-priority quality issues.
Required Qualifications & Experience
- Education: Bachelor’s Degree in Engineering or related with 8+ years of related experience, or a Master’s Degree or related with 6+ years of related experience.
- Domain Expertise: Extensive, recognized experience in Product or Customer Quality Engineering with a deep understanding of product architecture and complex failure mechanisms.
- Strategic Acumen: Proven ability to analyze the upstream and downstream impacts of technical changes, providing strategic recommendations that improve product performance and reliability.
- Leadership & Influence: Demonstrated success leading multiple high-priority projects and acting as a technical lead in cross-functional, matrixed environments.
- Advanced Analytics: Exceptional ability to apply statistical modeling and data analytics to identify innovative, long-term solutions to persistent quality challenges.
- Communication: Superior ability to influence and align executive-level stakeholders through compelling, data-driven storytelling and clear, professional technical reporting.
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Skills Required
- Bachelor's Degree in Engineering or related with 8+ years of related experience, or Master's Degree with 6+ years of related experience
- Extensive experience in Product or Customer Quality Engineering with deep understanding of product architecture and complex failure mechanisms
- Proven ability to analyze upstream and downstream impacts of technical changes and provide strategic recommendations to improve product performance and reliability
- Demonstrated success leading multiple high-priority projects and acting as a technical lead in cross-functional, matrixed environments
- Exceptional ability to apply statistical modeling and data analytics to identify long-term solutions to persistent quality challenges
- Superior ability to influence and align executive-level stakeholders through data-driven storytelling and clear technical reporting
Cisco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.
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Healthcare Strength — Health coverage is described as broad, with medical options including PPOs, high-deductible plans, and regional HMOs. Feedback suggests robust wellness and mental-health resources, with some locations offering on-site support and second medical opinions.
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Leave & Time Off Breadth — Time off is highlighted through paid holidays, paid time off, and additional recharge days such as “Days for Me,” with generous volunteer time also mentioned. Feedback suggests these programs help support rest, volunteering, and critical life events.
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Parental & Family Support — Parental and family support appears extensive, including paid child-bonding leave, family medical leave, and caregiving resources. Observations also point to family-planning assistance and adoption or surrogacy support in some regions.
Cisco Insights
What We Do
Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.
