Customer Delivery Engineering Technical Leader

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

What You'll do

Technical Services is a team of premier technical experts whose #1 focus is to help customers deploy and operate their networks optimally 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.

Who You'll Work With?

The Service Provider Infrastructure Technical Leadership team is part of the Global TAC organization and supports XR, SP Mobility, Optical, and Router/Switch Architecture and related technologies. Today, we are building innovative teams that have the highest level of technical ability, innovation, and general problem-solving skills within the Global TAC. On this team, you will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

Who You Are?

You are a trusted resource in SP Access and SP Routing technologies:










Network Management (SNMP, AAA, Netconf, Telemetry)

Support protocols (HSRP, VRRP, DHCP, BFD, LACP/Bundle, ARP)


L2VPN (xconnect, VPLS, FAT-PW, STP, CFM)

Multicast (L2, L3, MVPN, IGMP, MLDP, MSDP, PIM)


EVPN (BGP based L2VPN)

Traffic Management (QOS, ACL, PBR, OAM)

Timing (NTP, PTP, SyncE)

Ring Technologies (REP, G.8032)

You can independently solve problems in broad, complex, and unique networks with mixed protocols in high end routing environments for our largest customers.

You will provide support to engineers from multiple teams as well as the field and aids them in problem resolution.

You can work on complex and diverse problems where analysis requires imaginative and innovative troubleshooting.

You act as a focal point for large account network problem resolution and provide technical leadership for Critical Accounts.

You provide systems/product training in written and presentation form, such as chalk talks, web pages, white papers, Tech Zone and Cisco Support Community participation, Cisco Live, EBCs, etc.

You effectively utilize lab setups to debug broad and complex problems and submit complete bug reports while monitoring reports of other engineers for quality.

You provide input to Engineering and product organizations on future product development.

  • You will continuously develop up and coming talent within our service delivery teams. Minimum Qualifications
  • You have a Bachelor's Degree in Computer Science or equivalent industry experience.

You have 8+ years' experience in TAC, SP Access, and SP Routing technologies.

CCIE Certification preferred.

You've demonstrated broad knowledge and extensive hands-on experience with high end routing in large Enterprise and Service Provider networks, related protocols, and technologies.

You have a deep understanding of the architectures of SP Access technologies and how to problem solve effectively and efficiently.

  • Your written and verbal communication, interpersonal and presentation skills are excellent. Desired Skills
  • You have experience interacting with Development Engineers and Escalation teams supporting Access technologies.

You can have had success as the technical support lead on high profile and time-critical customer problems where Cisco is at risk, such as CAP cases.

You can demonstrate success in working with development to correct bugs in our products. * Effective planning, prioritization and organizing skills * Proven crisis management skills

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.