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Cisco is the worldwide leader in networking that transforms how people connect, communicate, and collaborate. Since 1984, Cisco has led in the innovation of IP-based networking technologies such as routing, switching, security, unified communications, video, and wireless. Our responsible business practices help ensure business sustainability and environmentally conscious operations and products.

Cisco is a $40 Billion-dollar global leader in supplying groundbreaking, outstanding networking products driving today's Internet. The company is ranked as one of the world's best employers and spends over $5 Billion dollars a year invested in R&D. Cisco is an excellent place to grow your career.

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, 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.

As an Escalation Engineer, 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.

What You’ll Do

• 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

• 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

• Strong teammate, with the ability to actively contribute in teams with different skill and experience levels

• Ability to implement and troubleshoot network infrastructure devices, including wireless access points, firewall, routers, switches, WLC (Wireless LAN Controller) using Java & Microservice based applications, Postgres Database etc.

• Experience in network management and telemetry data collection, AI based application knowledge.

• Experience in High Availability and Disaster Recovery is a plus.

• Experience in java based distributed applications troubleshooting.

• Industry standard professional certification like CCIE, GCP, AWS certification, OCAJP is highly desirable but not mandatory

• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.

• Excellent written and verbal communication, interpersonal and presentation skills, Good analytical skills.

• Ability to work indecently while responding to changing business and technical conditions with Crisis management and leadership skills

• Validated planning, prioritization, and organization skills

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 Hard-working Cities to your everyday devices. We benefit everyone - We do all of this while taking on 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. Digital content trends enthusiast? 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.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.