Technical Consulting Engineeer

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
    1422847

Why you'll love Cisco?

We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What You'll Do?

You will be part of Cisco's Catalyst Center (formerly DNA Center) technology support team consisting of the industry's brightest minds, developing and deploying today's most advanced Internet technologies. You'll gain insight on the detailed functionality of Cisco products and partners with all distributed elements of the service chain.

Who You'll Work With?

The Global Technical Center Americas provides both premium and highly technical support to customers in the Americas Region. Through collaborative tools, Intellectual Capital and extraordinary technical expertise, we deliver hardware and software solutions to our most critical customers. As hybrid cloud enables more choice in consumption models and addresses real business outcomes on top of infrastructure availability needs, the technical guides in GTC Americas are also evolving - to customer-centric, software-knowledgeable innovators, demonstrating scripting, software and traditional network engineering fix methodologies.

Roles and Responsibilities:

  • Provide technical support for Software-Defined Access (SDA) environments to Cisco customers, partners, account teams, and other internal technical support teams.
  • Handle a wide variety of technical support problems—from simple application or network configuration fixes to very sophisticated tackle and problem resolution.
  • Apply sophisticated lab setups to recreate and tackle problems.
  • Submit complete and correct defect reports with collaboration and supervision.
  • Work with minimal direction and exercise judgment within defined procedures to settle appropriate action.
  • Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.

Technical Qualifications:

  • Fix experience of Catalyst 9000 switches.
  • Solid foundations on troubleshooting wired networking technologies (MAC, ARP, DHCP, TCP/IP).
  • Strong troubleshooting experience of LAN Switching and Routing Protocols (BGP, ISIS) and Multicast (IGMP & PIM).
  • Hands-on experience with Cisco Catalyst Center, SD-Access (LISP, VXLAN, EVPN) and/or Cisco wireless technologies is a plus.
  • Analyze traffic using tools such as Wireshark to identify and solve packet flows.
  • Design and replication of sophisticated customer issues in a lab environment.
  • Excellent written & verbal communication skills and can present/communicate ideas effectively across different audiences, such as Sales, Customers, or Engineering.
  • Excellent time & customer management, ability to drive customer satisfaction and take ownership for customer success.
  • Bachelor’s degree and/or 3-6 years equivalent experience in related fields.

Desired Certifications:

CCNA or CCNP, DevNet Associate or DevNet Professional.

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 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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