Technical Support Engineer III - TAC

Job title – Technical Support Engineer III
 
Job Location – San Jose CA
 
Length - Up to 18 months, renewed quarterly, based on business need, budget approvals and performance.

INTERVIEW METHOD: 1st and 2nd round - Webex w/Video or onsite for local candidates

JOB DESCRIPTION:
 
 The person will be responsible for providing technical support for Cisco products and networking technologies to Cisco's customers and partners world-wide. 
The breadth and diversity of technology exposure is second to none. 
The TAC is probably the best "networking school" in the world. 
The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends. 
 
 We are in search of a candidate that builds strong team relationships with other Technical Support Engineers. 
Enjoys sharing knowledge, effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident. 
A person who connects directly with Cisco customers and builds effective working relationships while solving their issues. 
Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco. 
 
 The Business Entity 
 For years, Cisco's vision has been to change the way the world works, lives, plays, and learns. Our vision is more relevant today than ever. We made the Internet what it is today. First, we focused on creating connectivity. Now, we're entering the Internet of Everything transition—an era where we'll help create unprecedented value by connecting the unconnected. 
 
 The Internet of Everything is a global industry phenomenon that is driving the biggest market transition for Cisco and our customers. 
This includes the intelligent connection of people, process, data, and things. It's where everything is converged on the Internet, making networked connections more relevant and valuable than before. 
 
 To help us bring this vision to life, join us in our exciting journey. 
 
 We are searching for a knowledgeable Python Developer to work with our team to develop smooth running and innovative Borg python scripts and Diagnostic Signatures. 
The ideal candidate will be self-driven and need to have expertise in Routing and Switching. 
Knowledge of Nexus Datacenter technologies (OTV, FabricPath, VPC) would be preferred.
 
 Job requirements:
 • Familiarity with Python
 • Ability to work in a fast paced environment
 • In-depth knowledge of common Python Libraries
 • Excellent time management and multitasking skills.
 • Understanding and experience with Object Oriented programming
 • 3-years’ experience in Python Development.
 • Bachelor’s degree in Computer Science or relevant fields.
 • Good Verbal and Written Communication skills
 • Ability to write detailed Documentation
 • Familiar with Unit testing of Python
 • Knowledge of C++ is a plus
 • Basic understanding of Networking architecture
 
 Additional Qualifications:
 • Bachelor's or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering, or related field and 5 years of post-baccalaureate, progressive experience in job offered or related occupation OR Master's or foreign degree equivalent in Computer Engineering, Electrical Engineering, Computer Science, or related field and 1 year of progressive experience in job offered or related occupation.
 • Determines methods and procedures on new assignments. The person may be required to provide guidance to lower level engineers.
 • Requires in-depth knowledge of the following areas: Data Center Networking and Data Center Products.
 • Demonstrates networking experience including TCP/IP and Routing Protocols.
 • Has troubleshooting experience using finisar, wireshark, or other protocol analyzer.
 • Experience or Certifications in one or more of the following is preferred- CCNA, CCNP, CCIE
 • Prior customer support experience is preferred.
 • Working knowledge of Networking, products and protocols
 • Strong analytical and troubleshooting skills
 • Proven crisis management skills and ability to handle critical customer issues/problems
 • Able to determine problems and deliver known solutions with a high level of customer satisfaction
 • Ability to determine root cause and resolution for previously unknown problems
 • Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors
 • Successful at exercising judgment within defined procedures to determine appropriate action
 • Good verbal and written communication skills
 • Ability to work effectively with and provide guidance to other members of the work group
 • Promotes and solicits ideas within TAC team(s)
 
 Role & Responsibilities:
 • Technical Support Engineer position for the Data Center Routing and Switching team having the following responsibilities:
 • Provides second/third tier technical support on Routing and Switching technologies for Nexus 9K, 7K, 3K, and 5K/2K suite of switches (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/remote login tools, consultation to independently troubleshoot & debug product problems
 • Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity
 • Provides technology/product training and intellectual property material as required
 • Effectively utilizes moderate to complex lab setups to recreate and solve problems
 • Submits complete and correct Defect reports in area of expertise
 • Acts as a technical expert and provides support on a world-wide basis Interacts across TAC teams and development teams at peer level
 • Receives minimal supervision and receives no instruction on routine work and general instruction on new assignments
 
 About Cisco
 The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco. 
 
 Best,
Kushal Shah
APN Software Service INC
kushal@apninc.com
609-357-9180 (Direct)

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