Technical Consulting Engineer, HTTS Enterprise R&S

What You'll Do
You will be part of Cisco's Enterprise Routing & Switching technology team consists of the industry's brightest minds, developing and deploying today's most advanced Internet technologies. You'll gain insight on the detailed functionality of Cisco products and partners with all distributed elements of the service chain.
Roles and Responsibilities:

• You will provide 2nd/3rd level technical support for Enterprise Routing & Switching technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers
• You can apply your analytical skills and technical knowledge to take on product and network problems of moderate to high complexity.
• You will also provide technology/product training and intellectual property material as required
• You'll act as focal point for large account network problem resolution.
• You can effectively utilize moderate to complex lab setups to recreate and solve problems.
• Handle a wide variety of technical support problems-from simple application or network configuration fixes to extremely sophisticated troubleshooting and problem resolution.
• Submit complete and correct defect reports with collaboration and supervision.
• Work with minimal direction and exercise judgment within defined procedures to determine appropriate action.
• Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.

Who You'll Work With
The Global Technical Center, Americas provides both premium and highly technical support to customers in the Americas Region. Through collaborative tools, Intellectual Capital and world-class technical expertise, we deliver hardware and software solutions to our most critical customers. As hybrid cloud enables more choice in consumption models and addresses real business outcomes on top of infrastructure availability needs, the technical experts in GTC Americas are also evolving - to customer-centric, software-knowledgeable innovators, leveraging scripting, software and traditional network engineering troubleshooting methodologies.
Who You Are
Technical & Non-Technical Qualifications/Experience:

• Leverages software skills and tools to configure, deploy and/or troubleshoot Cisco products and solutions.
• Recognizes new automation opportunities and Contributes in the development of digital intellectual capital (e.g. scripts, digital signatures).
• Expert in all of the L2 / L3 protocols they support and has active working knowledge of common peer technologies.
• Examples of Layer 2 Protocols - STP, VTP, LACP, PAGP, IGMP, ARP, VSS, and QoS
• Examples of Layer 3 Protocols - OSPF, EIGRP, BGP, PBR, VRF, PIM, MPLS, IWAN and VXLAN
• Expert in all supported hardware platforms and the software running on them.
• Examples of platforms currently supported - Catalyst 9200, 9300, 9400, 9500, 9600 Switching platforms along with Catalyst 8200, 8300, 8500 Routing platforms.
• Bachelor's degree and/or 5+ Years of equivalent experience in related fields.
• Excellent written and verbal communication, interpersonal and presentation skills across any audience (Sales, Engineering, Executives, CAP, Customers, etc.)
• Ability to function effectively in ambiguous circumstances or in difficult, high pressure situations.
• Shares information and communicates clearly with Global TAC members to improve team effectiveness.
• Fully identifies and resolves issues identified within the case and thinks beyond the fix to prevent future problems.
• Leads by example and works effectively across departments or organizations within Cisco.
• Evangelizes new tools or processes to teams, aiding in quick and successful adoptions
• Actively assists other TCEs and Global Delivery Partners in problem resolution and identifies/fills team or regional level gaps in knowledge.
• Interacts effectively with Engineering to solve or prevent complex problems in the field.
• Submits effective escalations with Engineering teams and actively contributes to resolution.
• Guides team members in successful interactions with the Engineering teams.
• Recognizes and submits bugs with required related information. Mentor others to file bugs while also acting on pervasive bugs and issues within technology domain.
• Understands all aspects of the bug lifecycle and actively improves bug documentation and automation for existing issues.
• Provides escalation support, and lab setup expertise. Builds complex, shared, and reusable lab setups that may span beyond their assigned technology.
• Produces and shares intellectual capital (including documentation and training) in the most productive manner for internal audiences, Global Delivery Partners and customers for global use.
• Actively mentors and develops others, including Global Delivery Partners.
• Leads discussions, Coaches others, and uses advanced knowledge of issues, trends and patterns, and the customer experience to participate in engagements with Engineering.
• Partners with serviceability teams to author requirements, review Product Requirement Documents or functional spec.
• Reads technical documentation, functional specs, RFCs to know how the technology is expected to work in the industry.
• Solves problems of diverse scope and complexity where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation. Problems may be previously unknown.
• Expert level (e.g., CCIE) or equivalent relevant certification desired
• Has working knowledge of software programmability, automation, orchestration and/or virtualization.
• Routinely provides guidance and mentoring to other engineers. Translates worldwide team goals into own work assignments.
• Has regional or worldwide impact for their technology and may also influence other related technologies at a regional or global scale.
• Can effectively lead escalation engagements spanning multiple technologies or across different organizational boundaries using knowledge of Cisco organizational structures.

Why You'll Love Cisco
We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#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 we're "old" (36 years strong) and only about hardware, but we're 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 can't 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? Don't care. Tattoos? Show off your ink. Like polka dots? That's 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.