Technical Consulting Engineer

What You'll Do

As a TECHNICAL CONSULTING ENGINEER the position has the following responsibilities:

Ø  Provides expert level technical support to our customers/partners globally (including but not limited to software and hardware upgrades, reactive and proactive maintenance windows, detailed root cause analysis). This can also be both remotely and on-site as required, and cover every phase of the post-sales customer lifecycle – plan, build, run, optimize.

Ø  Solves product and network problems of high complexity by quickly isolating and resolving issues

Ø  Increase customer network uptime by providing independent consultation to solve complex network and product problems, including pro-active/beyond the fix recommendations

Ø  Provides a technical focus support service that builds trust and enhances customer affinity

Ø  Effectively utilizes Cisco’s world class lab facilities to simulate customer network issues

Ø  Provides systems/product training and intellectual property material (internal and external)

Ø  Submits complete and correct defect reports in area of expertise

Ø  Be a strong Customer Advocate, willing to go that extra mile and have a passion for delivering a world class un-paralleled Customer Experience

Ø  Good business judgement, a comfortable, open communication style, and a willingness and ability to work with teams. Ability to quickly establish credibility with the customer as well as work collaboratively and with technical professionals.

Ø  Highly focused on results and business outcomes, with a willingness and perseverance to make things happen through effective decision-making abilities

Ø  Partner with BU Escalation for product issues and enhancements

Ø  Work closely with their colleagues to achieve common goals

Ø  Strives to achieve technical excellence and expertise across multiple technologies

Who You'll Work With

Ø  The Cisco Network SDA/DNAC solutions team - 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.

Ø  The Premium HTTS team and some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Ø  A globally dynamic, diverse and passionate customer experience team that provides 24x7 worldwide technical support

Ø  A Sydney based team of engineers with varying years of experience (from 2 years to 20+ years)

Ø  Multiple stakeholders such as Operational Manager (HTOM), Focal Engineer (HTE), Engineering Escalation team and Professional Services Engineer (AS)

Who You Are

Ø  Typically requires University Degree equivalent along with 7+ years of experience in networking industry especially in a support environment

Ø  R&S related certifications (CCNP, CCIE)

Ø  Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues

Ø  Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity

Ø  Effectively utilize moderate to complex lab setups to recreate and solve problems

Ø  Use professional expertise to identify and lead support initiatives to improve the supportability of processes and solutions

Ø  Submit complete and correct software defect reports in his or her area of expertise

Ø  Act as a technical expert and provides support on a worldwide basis

Ø  Provide systems/product training both internally and externally and knowledge base material

Ø  Document all actions taken toward resolving customer issues in customer contact tracking database

Ø  You can handle a wide range of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolution

Ø  Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate action

Ø  Excellent collaboration, verbal, written, analytical, problem identification, problem-solving and crisis management skills – ability to handle critical customer issues/problems

Ø  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.

Ø  Ability to determine and provide root cause analysis

Ø  Review customer data in the form of network topologies, and crash, log, or other diagnostic files for anomalies

Ø  You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction

Ø  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

Ø  Ability to work effectively as a team

Ø  Be adaptive to change as the business evolves to meet customer requirements

Ø  Flexible: Autonomous worker with team spirit (essential)

ü  Eager to learn.  Technical aptitude to assimilate new learning quickly (essential)

ü  Out-of-the-box thinker (essential)

ü  Able to take initiative and drive change (essential)

ü  Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)

ü  Excellent customer management skills (essential)

ü  Team player (essential)

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

Minimum Qualifications:

Ø  You possess a fundamental working knowledge of computer and networking industry, products and protocols including:

ü  Minimum experience of 7+ years in WAN Architecture & Routing Protocols such as BGP and OSPF

ü  Understanding of Linux systems

ü  Understanding of Virtualization Technologies such as VMWare and KVM

ü  Understanding of Cloud Technologies such as AWS, Azure, and Openstack

ü  Understanding of Security Technologies, digital certificates, X.509, IPSec, TLS, SSL

Desired Skills:

Ø  Strong documentation skills; to be utilized for case management, knowledge capture, defect management and training

Ø  Working knowledge of handling network down situations; this role will be handling S1/S2 Service Requests with limited supervision

Ø  Ability to drive recreates remotely; many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve

Ø  Very good understanding and experience on Linux/Unix(Ubuntu/RHEL/CentOS)

Ø  Knowledge of designing dynamic large-scale, multi-tenant, distributed systems using Java/Cloud (AWS, Azure) environments

Ø  Understanding and experience on Docker an Kubernetes design and troubleshooting the deployments based on containerised environment

Ø  Understanding and troubleshooting knowledge for applications such as postgres/mongodb/redis/kafka/elasticsearch etc.

Ø  Working knowledge in yang models, configuration management, and operational models

Ø  Troubleshooting Java related application issues

Ø  Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV)

Ø  Must have a Basic Programming/Scripting Skill (preferably Python)

Ø  Understanding and basic knowledge on networking skills( switching/Routing) and preferred exposure to Cisco Wireless products (WLC & APs) OR Cisco Catalyst platforms (Cat3k, Cat6k and/or Cat9k)

Ø  Preferrably a CCNA/CCNP certification and/or CCIE or other top level industry certification (MCSE, Linux, VMware) is highly desirable

Industry or Sector Experience:

Ø  Prior experience in a technical support capacity (advantageous)

Ø  Prior experience of high-level technical problem solving (essential)

Ø  Typically requires BE/BS in a technical field (CS/EE preferred) and/or equivalent plus 7 years related experience

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.