1+ months

Technical Consulting Engineer - Solution Support Engineer

Cisco Systems Inc.
Ann Arbor, MI 48104
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Provide Solution level expertise to Customers.

Solution Support is a premium Cisco offer that enables customers to grow from a product mentality to a solutions-based approach, inclusive of Third-Party products, where Cisco becomes the main point of contact for the entire solution.

Expectations from a Solution Support Cisco point of contact are:

  • Be the main point of contact of the reported issue (Cisco and/or Third Party).
  • Retains ownership for the customer (do not re-queue the ticket unless (1) the customer wants to work in a different time zone, (2) the main contact is OOO, (3) a change window is outside regular work hours that required immediate attention).
  • Develops adequate knowledge of Third-Party tools to triage customer issues and secure output/evidence that helps point the issue towards resolution.
  • When there is a Third-Party ticket opened, ensure primary contact follows up on the ticket and engages the Third Party for working/troubleshooting sessions to provide adequate logs and outputs to resolve the issue.
  • Keeps the customer engaged and advised of the status of the issue and consistently updates the ticket with Cisco and the Third Party with relevant details (status, ticket #, Third Party engineer and contact information).
  • Aware that Solution Support is a Day 2 break/fix support service. If the customer needs to build or implement a solution, the Cisco point of contact is to redirect them to their Cisco representative to learn about professional services.
  • Remains committed to our customer experience. Solution Support is a premium level of service which our customers expect a high standard of quality and excellence from Cisco.
  • [JH] - perhaps mention the requirement to manage a backlog of owned customer support cases and the need to manage time and balance priorities to keep customers informed and cases progressing toward resolution?

Responsibilities:

  • Provide technical support for security products to customers, partners, account teams, and other internal technical support teams.
  • Handle a wide variety of technical support problemsfrom simple application or network configuration fixes to very sophisticated troubleshooting and problem resolution.
  • Use moderate to sophisticated lab setups to recreate and solve technical problems.
  • Submit complete and correct defect reports with collaboration and supervision.
  • Work with minimal direction and exercise judgment within defined procedures to resolve appropriate action.
  • Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.

Main Tasks:

  • Drives problem resolution for issues experienced in customer environments.
  • Diagnoses, fixes, 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.
  • Maintains accurate documentation in incident and knowledge management systems
  • Ensures case management guidelines are followed
  • Optimally communicates (verbal and written) with the customer and Cisco partners on status and progress of service requests

Minimum Requirements:

  • 8+ years of experience in designing, deploying, configuring, supporting, troubleshooting, and debugging networks (direct customer support experience).
  • Good technical foundation in networking (CCNA equivalent level or above) is required.
  • Technical qualifications:
  • Primary Skills: Cisco DUO and/or Umbrella.
  • Secondary Skills: Knowledge of basic Routing and Switching, Cisco Adaptive Security Appliance (ASA) firewalls & vASA, FTD, Firepower, FMC, Cisco IOS Firewall (Zone-Based Firewall), Clustering, Cisco Security Manager (CSM) [JH] - recommend adding VPN/AnyConnect and AAA/ISE to the mix here.
  • Microsoft Active Directory (AD), Linux, Unix
  • Wireshark and other tools for TCP/IP packet collection analysis
  • Server and appliance virtualization using VMWare, MS Hyper-V, and KVM
  • Experience leading technical troubleshooting calls with customer and internal stakeholders of varying technical experience (novice to expert) and across levels of interpersonal hierarchy (individual contributors to C-level executives)
  • BS in a technical field (such as CS, EE, IT) or equivalent plus 8-10 years related experience.
  • Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks. [JH] since this is mentioned above in the first bullet of the section, I'd prefer to highlight the need for troubleshooting experience above all else. Something like: "Hands-on troubleshooting experience with technical issues at the Layer 2 through 4 levels of the OSI model." Could potentially merge this with the Wireshark bullet above, or keep separate. We see a lot of candidates that have config/design experience but struggle with basic troubleshooting at the network level.
  • CCNP, CCNP Security, or CCIE Certification desired/preferred
  • Python, Perl, Bash scripting skills would be an added advantage

#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!

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
Posted: 2022-05-23 Expires: 2022-07-25
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Technical Consulting Engineer - Solution Support Engineer

Cisco Systems Inc.
Ann Arbor, MI 48104
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