Engineer-Technical Support

  • location: San Jose, CA
  • type: Contract
  • salary: $37.50 - $46.88 per hour
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job description

Engineer-Technical Support

job summary:
Customer Support Engineer position for the Data Center Routing and Switching team.

The person will be responsible for providing technical support for Cisco products and networking technologies to Cisco's customers and partners world-wide. The breadth and diversity of technology exposure is second to none. The TAC is probably the best "networking school" in the world. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends.

location: San Jose, California
job type: Contract
salary: $37.50 - 46.88 per hour
work hours: 9am to 5pm
education: Bachelors

We are Seeking candidates to fill a Engineer customer support - Datacenter switching role in Cisco's Technical Services organization providing Technical support to Cisco customers across the globe. .

Preferred Location: San Jose, CA.

This position is an technical support role responsible for troubleshooting network related issues in different Datacenter switching platform switches including nexus 7k, 5k, 3k, 9k.

The ideal candidate will be self-driven and have expertise in Datacenter Technologies (OTV, FabricPath, VPC), as well as customer support experience.


Required Qualifications:

? Bachelor's or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering, or related field and 5 years of post-baccalaureate, progressive experience in job offered or related occupation OR Master's or foreign degree equivalent in Computer Engineering, Electrical Engineering, Computer Science, or related field and 1 year of progressive experience in job offered or related occupation.

? Determines methods and procedures on new assignments. The person may be required to provide guidance to lower level engineers.

? Requires in-depth knowledge of the following areas: Data Center Networking and Data Center Products.

? Demonstrated networking experience including TCP/IP and Routing Protocols.

? Troubleshooting experience using finisar, wireshark, or other protocol analyzer.

? Experience or Certifications in one or more of the following is preferred- CCNA, CCNP, CCIE

- Prior customer support experience is preferred.


The successful candidate should have the following experience, skills and capabilities:

? Working knowledge of Networking, products and protocols

? Strong analytical and troubleshooting skills

? Proven crisis management skills and ability to handle critical customer issues/problems

? Able to determine problems and deliver known solutions with a high level of customer satisfaction

? Ability to determine root cause and resolution for previously unknown problems

? Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors

-Successful at exercising judgment within defined procedures to determine appropriate action

-Good verbal and written communication skills

-Ability to work effectively with and provide guidance to other members of the work group

-Promotes and solicits ideas within TAC team(s)

Role & Responsibilities

Customer Support Engineer position for the Data Center Switching team having the following responsibilities:

? Provides second/third level technical support for Nexus 9K, Nexus 7K, 3K, 4K and 5K/2K suite of switches (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/remote login tools, consultation to independently troubleshoot & debug product problems

? Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity

? Provides technology/product training and intellectual property material as required

? Effectively utilizes moderate to complex lab setups to recreate and solve problems

? Submits complete and correct Defect reports in area of expertise

-Acts as a technical expert and provides support on a world-wide basis Interacts across TAC teams and development teams at peer level

-Receives minimal supervision and receives no instruction on routine work and general instruction on new assignments

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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