Cisco 1230590 - Cloud Management Services - Customer Support Engineer in RTP, North Carolina

1230590 - Cloud Management Services - Customer Support Engineer

  • Location: RTP, North Carolina, US

  • Area of Interest Engineer - Network

  • Job Type Professional

  • Technology Interest Networking

  • Job Id 1230590

What You'll Do

Technical Services at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

Cisco Cloud & Managed Services (CMS) group seeks a Customer Support Engineer with expertise in Cisco Routing and Switching Technologies. As a Customer Support Engineer in our world-class team you will gain hands-on experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

You will also receive extensive training and development both technical and leadership/customer skill areas.

Who You'll Work With

The team is group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team.

The team is a good mix of engineers with varying years of experience (from 3 years all the way to 12 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers

Who You Are

  • Act as a focal point for high impact, large account problem resolution

  • Works on complex problems where analysis of situations requires in-depth evaluation of factors

  • Participate in daytime and night/weekend on-call rotation

  • Troubleshoot complex enterprise networks to quickly resolve downtime and outages

  • Create Methods Of Procedure (MOP) and action plans for post-sales projects

  • Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)

  • Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction

  • Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer

  • Receive minimal supervision, no instruction on routine work, and general instruction on new assignments

  • Perform ad hoc analyses and tasks as assigned

  • Provide guidance and leadership to less experienced engineers

  • May require some travel to customer locations in this role


  • Minimum of 6-10+ years' experience in network support

  • Wireless Subject Matter Expert with experience in supporting large Enterprise and Retail customers

  • Strong background and experience managing Wireless LAN Controllers and Access Points

  • Ability to troubleshoot complex wireless networks and subcomponents of the networks (routers/switches)

  • Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP

  • Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, and Frame-Relay

  • Strong practical knowledge of Cisco platforms including 6500, FWSM, and ISR series routers

  • Proven crisis management skills

  • Strong analytical, problem solving and organizational skills

  • Strong written and verbal communication skills

  • BS in Engineering/Computer Science/IT and/or equivalent experience

  • Prior experience in support of remote customer networks required

  • ITIL certifications a plus

  • CCIE highly desired

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

• We connect everything – people, process, data and things – and we use those connections to change our world for the better.

• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.