Customer Support Engineer - Cisco Systems Inc., San Jose, CA Job Details

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Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Requisition #: R901745 Location: UNITED STATES.CALIFORNIA.SAN JOSE
Job Title: Customer Support Engineer Region: AMERICAS
Area of Interest: Cisco Services (Formerly Customer Advocacy)
Level of Experience: Experienced - Non Manager
Flexible Work Option: No
Job Description: It's an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Cisco is entering an exciting new era. The concept of the network as the platform for transforming life's experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience.

This Security Customer Support Engineer (CSE) position has the following role / responsibilities:

-- Provide second line phone/email/fax consultation to independently debug complex security network problems.

-- Provide systems/product training to peers within the High Touch Technical Support (HTTS) team.

-- Act as a focal point for large account network problem resolution.

-- Act as a technical expert and ultimately become a "go-to" resource for the team.

-- Provide support on a world-wide basis to all HTTS customers.

-- Perform reactive Service Request case handling for Cisco's largest SP and Enterprise customers involving Security technologies (IPSEC/VPN, Firewalls, IDS, Mgt., etc).

-- Typically reports to Mgr, Advanced Services/Technical Support.

-- Interfaces with both senior and junior level CSEs, VARs, Account Teams, Network Consultant Engineers, end-users & internal engineering departments.

-- Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

-- Receives minimal supervision. Determines methods and procedures on new assignments. May provide guidance to lower level engineers. Ability to analyze, troubleshoot and configure medium to large networks. Proven crisis management skills. Works on complex problems where analysis of situations require in-depth evaluation of factors.


Requirements:
* Typically requires BS in CS or EE or equivalent plus 7-10 years related experience. CCIE required.

* 5+ years IP Networking experience

* 3+ years working knowledge of Security Networking industry, products and protocols

* Strong documentation skills--to be utilized for case management, knowledge capture, defect management and trainings.

* Excellent verbal communication skills--these skills are essential for this engineering role as most of the work being done is via phone.

* Very strong Problem Solving skills--will be utilized often as this position covers all Cisco Security technologies.

* Strong understanding of TCP/IP--IP knowledge is critical as it is the foundation for most Security technologies.

* Working knowledge of handling "network down" situations--This role will be handling and resolving S1/S2 Service Requests with limited supervision.

* Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in the lab in order to isolate the issue and resolve.

* Engineer should have experience with and knowledge of Cisco's Security products.

* Must be highly motivated and self driven. Must require minimal supervision.

* Good organizational and multitasking skills. The position requires that the CSE is able to prioritize his/her workload and manage customer commitments.

* Strong teamwork and collaboration skills. The HTTS Security team relies on each CSE to communicate and collaborate often. This results in very strong teamwork which has proven to be successful in driving issues to resolution quickly.
Table.Right {float: Right;text-align: Right;border:0;padding:3px;} DIV.VEclearFloatAfterElement {clear:both;visibility:hidden;height:0px;} Cisco is an Affirmative Action and Equal Opportunity Employer

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