Cisco Careers

The Business Entity

Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries? Do you Achieve Results? Think Analytically? Manage Conflict and Customer Experience? Make Decisions with Critical Thinking? You may be a Cisco Customer Support Engineer… and we have the People Deal for you!

The Team

Strategically positioned within the Cisco Customer Experience Organization, Cisco's Technical Assistance Center (TAC) is a team of elite technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field. We provide tireless support to our customers, partners, account teams, and other TAC engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are second to none!

Enabling our Customers by enabling Cisco Technology, the TAC further specializes in:

• Collaboration
• Data Center
• Security
• Cloud
• Voice
• Wireless
• Routing
• Switching

… and other emerging technologies.

Role & Responsibilities

The Technical Consulting Engineer is the connection to Cisco customers & partners and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued. The TCE:

• Provide technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area
• Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
• Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.
• Effectively engage resources outside your team to further the troubleshooting and resolution of issues which may include other technical support engineers, account teams, partners, and development engineers.
• Provide guidance and training to other members of the team.

Minimum Qualifications

• Chinese fluently & English moderate in verbal and written.
• Bachelor+ degree in a technical field (Computer Science or Engineering preferred)
• 1-3 years of experience in system/network support
• Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success
• Innate crisis management skills and ability to handle critical customer issues/problems
• CCNA/MCSE/RHCE or equivalent level of demonstrated experience including TCP/IP, SMTP, HTTP(S), TLS.
• Experience interacting with customer or in a client facing role.
• Passion and demonstrated ability to learn and work in a multicultural team environment
• Ability to drive to achieve goals with limited supervision

Desired Skills

• Troubleshooting experience using Finisar, Wireshark, or other protocol analyzer
• Routing Switching (TCP/QoS)
• Microsoft Solutions (Exchange, Active Directory)
• Microsoft (IIS, SQL), VMWare, Linux, SSL Certs,
• Protocols (SIP, RTP, DTMF, SAML, SMTP)

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco