Cisco SDWAN Customer Support Engineer in Mexico City, Mexico
SDWAN Customer Support Engineer
Location: Mexico City, Mexico
Area of Interest Technical Support
Job Type Professional
Technology Interest Networking
Job Id 1229340
What You'll Do
Sevice Engineers provide expert level technical services on a worldwide basis both remotely and on-site for SD-WAN Solutions to Viptela customers and partners. These services cover every phase of the post-sales customer lifecycle: plan, build, and run.
Who You'll Work With
The Cisco Technical Services group provides support for customers around the globe. Your opportunity to impact the networks and systems that surround us all are limitless and highly impactful. Opportunities for career growth at Cisco will be bold, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
The Cisco Network SD-WAN solutions team is a dynamic group of technologists passionate about a wide variety of subjects. We love sharing our knowledge and not a day goes by where we do not learn something new from our peers. Our culture thrives on collaboration and teamwork. This small but growing team supports a diverse range of innovative products both Cisco and select partner technologies giving customers a personal single point of contact for issue resolution. Our customers bring us new and exciting challenges and we drive these cases to resolution with our passion to provide our customers with not just an answer but also the best answer, as fast as possible across many technologies.
Who You Are
Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues
Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity
Effectively utilize moderate to complex lab setups to recreate and solve problems
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 worldwide 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
You can handle a wide range of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolution
Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate action
Excellent collaboration, crisis management and communications skills
Working with customers, 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 have strong technical, analytical and troubleshooting skills and be able to resolve the root cause of network problems
Review customer data in the form of network topologies, and crash, log, or other diagnostic files for anomalies
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
You possess a fundamental working knowledge of computer and networking industry, products and protocols including:
Routing Protocols such as BGP and OSPF
Understanding of Linux systems
Understanding of virtualization technologies such as VMWare and KVM
Understanding of Cloud Technologies such as AWS, Azure, and Openstack
Understanding of security technologies, digital certificates, X.509, IPSec, TLS, SSL
Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 4-6 years related experience or MS in a technical field (CS/EE preferred) or equivalent plus 2-4 years related experience
At Cisco, each person brings their unique talents to work as a team and make a difference.
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