Technical Consulting Engineer - ACI

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  • Location:
    Offsite, Monterrey, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
    1430389

Cisco CX Centers team is a multifaceted and growing organization of customer support engineers or consulting engineers who support or deliver services to Cisco customers.

You will work with other collaborators in Cisco – your fellow technical consulting engineers, technical leaders, business units, high touch operations managers, field escalation managers.


What will you do

  • Drives problem resolution for sophisticated issues experienced in customer environments.
  • Diagnoses, solves problems and resolves incidents related to Cisco products, services or solutions.
  • Provides answers for products, services or solutions questions.
  • Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.
  • Assists in documenting and resolving technical problems found in products and solutions.
  • Engages and drives appropriate resources for critical issues, handling effectively customer concern and guiding other team members on successful critical issues with Engineering teams.
  • Maintains accurate documentation in incident and knowledge management systems.
  • Ensures case management guidelines are followed.
  • Effectively communicates (verbal and written) with the customer and Cisco partners on status and progress of service requests.

Who will you work with

The Business Entity CX Support Services is a team of extraordinary technical specialists whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through great financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Team: In this team of technical specialists, you will continuously learn about the ground breaking products from Cisco and partners in the Data Center world.


Minimum qualifications:

  • 6+ years of experience in the IT industry.
  • Experience analyzing traffic and packet flows using packet analyzers such as Wireshark and troubleshooting Linux-based hosts, servers, and devices. Additionally, experience with networking protocols and security features such as STP, VPC, Fabricpath, EIGRP, OSPF, BGP, or Layer 2/3 security features.
  • Demonstrated ability deploying and managing server virtualization using VMWare, MS Hyper-V, or Nutanix, as well as deploying third-party instances using AWS, Azure, GCP, or Alibaba Cloud.
  • Proven experience implementing Quality of Service (QoS) practices such as queuing, policing, and shaping, as well as using monitoring services like Netflow, sFlow, SNMP, or similar tools.
  • Experience configuring, implementing, and troubleshooting API-based technologies, and programming skills in Python with experience in REST API.

Preferred Skills:

  • Certifications: Preferred to hold any of the following certifications: CCNP, Cisco DevNet Professional, CCIE Data Center, VMWare Certified Advanced Professional (VCAP-DVC), or Red Hat Certified Engineer (RHCE).
  • Advanced Networking Protocols: Preferred to have advanced knowledge of networking protocols such as Multicast protocols (e.g., PIM, IGMP) and overlays (e.g., VXLAN, EVPN).
  • IPv6 Expertise: Preferred to have extensive experience with IPv6 configuration and solve.

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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