Engineer-Customer Support

Engineer-Customer Support
Worksite: RTP, NC (onsite only) 
Duration: 6 months, renewed quarterly, with intent to hire 
No Travel / BIC OT Expected 
 
The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for the CSE. The CSE will also build and maintain relationships with Cisco's existing customers as well as work with new customers as they come on-line. 
 
The CSE group within Cisco is a dynamic and growing organization looking for knowledgeable and capable individuals to help scale the team as we move forward in a very fast and evolving marketplace. We want the CSE to have a natural curiosity of how technology works, self-starter, and vocal on how to improve the product and/or workflow of the CSE. 
 
Responsibilities: 
·         Support Unified Computing System platform inclusive of B and C series servers 
·         Lead resolution of issues related to third party OS such as Windows Server, ESXi, RedHat/Oracle/SuSE 
·         Knowledge in remote storage technologies including SAN/NFS/FCoE 
·         Resolve issues related to RAID/local storage and other server technologies 
·         Working knowledge in LDAP/AD directories/authentication 
·         Provide tier one and tier two technical support. 
·         Participate in daytime and weekend on-call rotation. 
·         CSE is the owner of issues as they arrive and throughout the resolution process. 
·         Create Methods Of Procedure (MOP) and action plans for post-sales projects. 
·         Utilize the Cisco technical service lab to recreate and resolve customer issues. 
·         Develop expertise in specific areas (i.e. technology, scripting, product, solution). 
·         Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...). 
·         Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction. 
·         Effectively communicate/escalate issues to engineering within Cisco, and resolutions/work-arounds to the customer. 
·         Identify and submit software defects to improve product quality 
·         Contribute ideas of how we can improve as a team, automate processes/tasks, and be willing to test ideas 
 
The Customer Support Engineer will have the following major responsibilities: 
·         Customer Support - represent the company's technical capabilities and manage day-to-day technical needs of service provider customers. 
·         Steer customer expectations according to product and network management capabilities. 
·         Beta Support - drive successful new product introduction in partner labs and customer live network. 
·         Perform ad hoc analyses and tasks as assigned 
·         Utilize the vast number of resources provided to identify and resolve issues before engaging subject matter experts/technical leads 
 
Required Skills: 
·         Java, C, Python experience 
·         Experience with Remote Customer Support 
·         Strong Knowledge of Linux/Solaris/Unix on x86 server platforms. 
·         Virtual environments such as VMWare, KVM or Hyper-V 
·         Minimum of 4+ years' experience or graduate school equivalent in the telecommunications industry. 
·         Working knowledge of IP-related protocols including TCP/IP, UDP, VLANs, and general Routing and Switching protocols. 
·         Linux environment expertise required 
·         Virtual Network Functionality 
·         Strong analytical, problem solving and organizational skills. 
·         Strong written and verbal communication skills. 
·         Experience with scripting and automation tools/languages 
·         BS in Engineering/Computer Science/IT from accredited university/college 
·         Experience with high availability service provider or data center environments 
·         System Design, Configuration Management, Development and Deployment of virtual services in multiple environments 
·         CCIE not required, but is a plus 
·         Is Cisco experience is a plus

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