Technical Consulting Engineer - Service Provider

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  • Location:
    Bangalore, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Service Provider
  • Job Id
    1421958

 

Why Cisco

We connect everything: people, processes, data, and things.

We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals.

And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars.

We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

 

The business Entity

Cisco CX Mission is to accelerate customer success through innovative services and world class people, partner, processes & tools.

Services led interactions are key differentiator to maximize the value of Cisco’s solution to customer.

 

The Team

We are a team of engineers with deep technical expertise on Cisco’s product and technology used by Service provider Customers and relevant industry experience.

We work closely with Cisco Engineering team & CX Leadership to identify and execute actions required to accelerate success of Support Services Organization.

We use innovative ideas to deliver best Customer experience in Industry.

 

 

Who You'll Work With

This team primarily provides technical leadership to TAC delivery teams in the region, which includes incubation of new products and services. 

You will be collaborating with TAC delivery teams, product BUs, TS Product Management, Acquisition Integration, Sales and Service Readiness teams to drive scalability of new products and solutions. 

Work with Global Technical Leader team and GTAC Technology Office to drive grass roots innovation.

 

 

Who You Are

We need a team player and natural innovator that can drive resolution of complex customer issues, improved customer experiences with products, technologies, and solutions by demonstrating technical excellence, collaboration, and ownership in all aspects of customer problem resolution.

Focus should be on complex, interdependent, highly visible customer issues that have broad impact. Serve as a cross-functional technical advisor by utilizing depth and breadth of knowledge to drive customer success.

 

 

 

Minimum Qualifications

 

  • Typically requires bachelor’s degree in a technical field (CS/EE preferred) or equivalent plus 2-4 years related experience.
  • Professional level (CCNP) or equivalent relevant certification desired.
  • Effective written and verbal communication and interpersonal skills. Developing presentation skills.
  • Shares information and communicates clearly with team members to complete deliverables.
  • Has basic knowledge of software programmability, automation, orchestration and/or virtualization.
  • Understanding of network Programming skills (Python) will be an added advantage

 

Desired Skills

 

  • Experience and knowledge of Product and Technologies used by Service provider network like Routing protocols (BGP, OSPF, IS-IS), MPLS,L3VPN,L2VPN, Multicast.
  • Hands on experience in resolving Medium to complex network issues.
  • Working knowledge of handling network down situations, this role will be supporting Technical Consulting engineer resolve such issues.
  • Submits effective escalations with Engineering teams with guidance from senior Engineers
  • Previous experience in writing technical documents, knowledge management and technical training.
  • Previous experience in testing/Lab recreates. Ability to identify requirement to recreate customer problem in order to isolate and resolve the customer issue.
  • Added Advantage, knowledge on Cisco Routing products such as ASR9XX, ASR9K, NCS5500, NCS5XX.
  • Understands how software skills and tools can be used to configure, deploy and/or troubleshoot Cisco products and solutions.
  • Effectively communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requests
  • Individual contributor

 

What you will do

 

Effectively seeks assistance from other TCEs for problem resolution when required. Assists other TCEs with problem resolution.

Submits effective escalations with Engineering teams with guidance from senior TCEs

Recognizes and submits bugs with all required related information

Builds and utilizes basic to moderate complexity lab setups to duplicate and resolve problems.

Uses content for efficient problem resolution.

Creates and refines intellectual capital (including documentation and training) within technology area.

May mentor and develop more junior TCEs.

Actively seeks a mentor(s) to continue building skills.

Understands how software skills and tools can be used to configure, deploy and/or troubleshoot Cisco products and solutions.

Drives customer satisfaction and takes ownership for customer success. Fully identifies and resolves issues identified within the case.

Typically interfaces with customers, other TCEs, Partners, Global Delivery Partners, field personnel, and internal engineering departments.

In addition to applying known solutions to solve problems, works on problems of moderate scope and complexity that require more analysis and inquiry.

Receives moderate supervision. Follows established procedures. Receives general instructions on routine work and detailed instructions on new assignments.

 

 

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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