11 days old

IOT Senior Escalation Engineer

Cisco Systems Inc.
Bengaluru, KA 560002
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What We Do

IoT is growing rapidly around the globe, and this is opening innovative approaches for how devices, compute, cloud, the network, and applications work together. We are a team that provides the highest level of technical support for issues which cannot be resolved through the normal Cisco Support process for Cisco IoT based products including IIoT and solutions including Cisco Kinetic GMM, Operations Center, Edge Intelligence, Industrial Asset Vision Cyber Vision.

Who you'll work with

As a Senior Escalation Support Engineer, you will provide remote expert level Technical assistance on a worldwide basis for the IoT/IIoT products and Solutions to Cisco CX teams, Engineering, Account team, Customers and partners. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when vital.

Who You Are

A Senior Technical Engineer with a passion for the Internet of Things to join our IoT Escalation Support team.

You love to learn new technologies, take new challenges and build trust and professional relationships with all partners. You excel at explaining new concepts in simple terms that communicate both technical and business value propositions. You want to help shape the future of IoT. You are active in the IoT digital community and in your local tech community. You understand the challenges that IoT Customers face and problems IoT developers are trying to solve.

What you'll do

In this position, you will:

  • Deliver technical expertise and troubleshooting for resolving critical customer hardware and software issues at a product and solution level for IoT BU
  • Applies analytical skills, tools and technical knowledge to tackle product and network problems of moderate to high complexity
  • Effectively utilize moderate to complex lab setups to recreate and tackle problems working collaboratively with the development engineering team.
  • Use professional expertise to identify and lead support initiatives to improve the supportability of processes and solutions
  • Submit complete and correct software defect reports in his or her area of expertise
  • Act as a technical expert and provides support on a global basis
  • Provide systems/product training both internally and externally and knowledge base material
  • Document all actions taken toward resolving customer issues in customer contact tracking database and root cause analysis for internal and external consumption
  • You can handle a wide range of technical support problemsfrom simple application or network configuration fixes to deeply complex troubleshooting and problem resolution
  • Work with minimal supervision and exercise discernment within defined procedures to determine appropriate action
  • Excellent collaboration, crisis management and communications skills
  • Working with customers and Cisco developers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer.
  • You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
  • You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers

Skill requirements include:

  • Excellent troubleshooting skills with various Cisco networking Technologies.
  • Amazing customer management expertise.
  • Excellent oral and written communication skills and presentation skills
  • Ability to make quick decisions and follow through with action.
  • Ability to follow defined policies and procedures.
  • Ability to work both independently and within a team environment.
  • Willing to work flexible hours, including occasional on-call for customer escalations or critical migrations.

Desired Qualifications

  • Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 10 years total networking experience
  • A minimum of 8-10 years in providing remote troubleshooting to global customers either in the IoT/Routing/Switching, Serial, Cellular or Wireless technology area
  • Leadership Skills
  • Understanding of LAN/WAN, routing/switching and other network layer protocols
  • Understanding of enterprise network design with routers, switches and wireless deployments.
  • Prior experience in traffic generators, packet capture and bug-tracking tools
  • Desirable to have CCIE Certification in RnS / Wireless / Security
  • Good to have AWS Certification
  • Possess a fundamental working technical knowledge of IoT and computer networking industry, products and protocols.
  • You should have Experience in IoT technologies
  • Strong understanding of the software and technology business driven by Cloud based solutions in Azure or AWS
  • Familiar in application development in Linux and Docker.
  • SQL, REST API, data streaming processing/message broker i.e. Kafka and various programming languages such as Python, Java, C/C++
  • Exposure to Kibana, github and other tools to debug and analyze complex problems
  • Willing to work across organizational boundaries to achieve success.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box! But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Posted: 2020-11-18 Expires: 2020-12-19
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IOT Senior Escalation Engineer

Cisco Systems Inc.
Bengaluru, KA 560002
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