CATS Tech Support Engineer
Location: RTP, North Carolina in Morrisville, NC
DURATION: Up to 18 months, renewed quarterly, based on budget approval, business need and performance.
What You'll do
Do you have a strong Computer Science, Computer Engineering, or Electrical Engineering background with a real passion for Networking? The Core Architecture and Technology Solutions (CATS) team focuses on all Cisco’s core platforms, cultivating a culture of discovery and engagement with partners across the service chain and with many of Cisco’s business units. The team provides extraordinary support to customers experiencing crashes and memory leaks, while supporting leading-edge technologies and products to amass an internal base of information to document solutions.
Who You’ll Work With
Cisco's Technical Services is team of elite technical authorities whose focus is to help customers identify the causes of network outages and behavioral abnormalities using both known and novel solutions while delivering the best possible customer experience. Our success is validated through excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores. The Cisco TAC provides live technical support through multiple channels, whenever and wherever you need it.
Roles and Responsibilities
The CATS Technical Support Engineer (CSE) responsibilities include:
o Providing technical support regarding the company's proprietary systems and software, including documentation of internal troubleshooting methodologies as required.
o Assisting customers in debugging hardware/software related issues on various platforms via phone, email, and chat communications.
o Giving top level technical support for router and switch system architecture (both hardware and software).
o Applying analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
o Effectively utilizing moderate to complex lab setups to recreate and solve problems.
o Submitting complete and correct customer-found defect reports.
o Acting as a technical authority and providing support on a world-wide basis.
o Working with minimal supervision and instruction on both day-to-day work and on new assignments to expand the company’s intellectual capital.
o Collaborating with other TAC engineers, members of customer sales and support teams, and internal business units.
Minimum Qualifications
o Bachelor’s degree or equivalent in computer science or engineering.
o Ideally, some customer service and support experience, including crisis management skills and time management to triage critical customer issues.
o Effective written and verbal communication, including strong negotiating, influencing, time management, organization and soft skills
o Ability to focus on personal development to increase responsibility over time and effectively work with and eventually help guide peers.
o One to three years experience with networking and programming knowledge or academic equivalent.
Desired Skills
o Minimum CCNA level networking knowledge; CCNP and CCIE welcomed.
o Literacy in one or more common programming languages (C, C++, Java, Python)