Technical Consulting Engineer

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Service Provider
  • Job Id
    1433496

Meet the Team

Strategically positioned within the Cisco Services 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, Voice, Wireless, Routing, Switching… and other emerging technologies.

Your Impact

You will work in the High Touch Technical Support team within Service Provider, supporting high touch customers. We’re looking for someone with great soft skills on top of great technical skills. You’ll also work with internal stakeholders of the Expert Care team, and internal partnership to solve challenging issues is a must.

  • You are the connection to Cisco customers and will build effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued.
  • You will continually develop your working knowledge of networking products and protocols to provide technical support on a worldwide basis in designated technology focus area
  • You can effectively utilize 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
  • You love sharing knowledge to build relationships, and effectively troubleshoot problems both alone and as part of a team.

Minimum Qualifications:

  • Possess 5+ years of professional experience in any of the following areas:

              * TCP/IP and routing protocols, IPv4, IPv6, MPLS, Quality of Service, L2VPN, L3VPN, Multicast, Switching.

              * Experience in a customer support/service role resolving complex technical problems.

  • Holds a CCNP or equivalent level of demonstrated networking knowledge.

Preferred Qualifications:

  • Have experience including XR, IOS-XR. ASR9000, NCS5k, Cisco 8k, SONiC.
  • Other Cisco or 3rd party certifications: HP, IBM, Dell Server Support, MCSE, VCP, SONiC, RedHAT, Azure, Kubernetes.
  • Knowledge of other Cisco Products: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching.
  • Experience using Finisar, Wireshark, or other protocol analyzer.
  • Current CCIE certification in Enterprise or Service Provider.
  • Possess excellent verbal and written communication skills dedicated to customer success.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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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