Technical Leader

Application window is expected to close on July 31, 2024

Who We Are

Cisco Enterprise Network and Cloud Escalations Team to support platforms that cover a $15B portfolio. We are looking for an accomplished and hardworking Engineer for our Escalation Engineering team to support Intent Based networking and cloud product.

Who You'll Work With

In this role you will gain insight into the detailed functionality of Cisco products and solution, with particular emphasis on Cisco Enterprise Switching, Routing, Cisco Catalyst Center and security product portfolio (Cat9K, Cisco Catalyst Center, WLC, Cat3k/4k, ASR1k, ISR4k, ISE). You will be exposed to all EN Enterprise product and technologies and will have a significant influence in driving improvements.

What You'll Do

As a Technical Leader, you will provide experienced level assistance to Cisco CX teams, customers & partners across the world for EN products and solutions. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when required.

• Analyze, configure, and troubleshoot Cisco Catalyst center managing network consists of Switching, Routing and Wireless Platforms and protocols.
• Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve issues
• Follow-through on all Incident tickets assigned to you and their resolution
• Engage Development Engineers, Dev-Test Engineers, Marketing and TAC for assistance on complex issues support
• Managing requirements and be the main point of contact for the customer.
• Driving a team of engineers for when escalations occur and leading the team to resolution in a timely manner.
• Provide written and verbal updates to wider Cisco Support team and customer as needed.
• Technically adhere to processes related to tickets and update with relevant and correct notes.
• On Call Rotation Weekend Priority support for Critical Escalations.
• Effectively work with multi-functional teams to resolve major customer issues.
• Collaboration with team members, continuously learning, and results orientated attitude.
• Successful candidates will have solid technical skills and a data-driven approach to problem solving, coupled with good project management background to handle customer issues.

Who You Are

Minimum Qualifications:

• Master's degree in Computer Science, Computer/Software/Electrical Engineering, or a related major, 10 + years related experience.
• Solid understanding of network infrastructure and Networking Software Development life cycle
• Ability to implement and troubleshoot network infrastructure devices, including wireless access points, firewall, routers, switches, WLC (Wireless LAN Controller)
• Familiarity with Java, Kubernetes and Microservice based applications, various Databases like Postgres, MongoDB etc.
• Experience in network management and telemetry data collection, AI based application knowledge.
• Experience in java based distributed applications troubleshooting.

Preferred Qualifications:

• Experience in High Availability and Disaster Recovery is a plus.
• Industry standard professional certification like CCIE, GCP, AWS certification, OCAJP is highly desirable
• Strong teammate, with the ability to actively contribute in teams with different skill and experience levels
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Ability to work independently while responding to changing business and technical conditions with Crisis management and leadership skills

Why Cisco

#WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference powering an expansive future for all.

We adopt 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, ambitious 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!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.