Technical Consulting Engineer - SDWAN
Location: Remote - AU/NZ only
Job Type: Full time
What You'll Do
As a TECHNICAL CONSULTING ENGINEER the position has the following responsibilities:
ØProvides 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.
ØSolves product and network problems of high complexity by quickly isolating and resolving issues
ØIncrease customer network uptime by providing independent consultation to solve complex network and product problems, including pro-active/beyond the fix recommendations
ØProvides a technical focus support service that builds trust and enhances customer affinity
ØEffectively utilizes Cisco’s world class lab facilities to simulate customer network issues
ØProvides systems/product training and intellectual property material (internal and external)
ØSubmits complete and correct defect reports in area of expertise
ØBe a strong Customer Advocate, willing to go that extra mile and have a passion for delivering a world class un-paralleled Customer Experience
ØGood 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.
ØHighly focused on results and business outcomes, with a willingness and perseverance to make things happen through effective decision-making abilities
ØPartner with BU Escalation for product issues and enhancements
ØWork closely with their colleagues to achieve common goals
ØStrives to achieve technical excellence and expertise across multiple technologies
Who You'll Work With
ØThe Cisco Network SD-WAN 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.
ØThe 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.
ØA globally dynamic, diverse and passionate customer experience team that provides 24x7 worldwide technical support
ØA Sydney based team of engineers with varying years of experience (from 2 years to 20+ years)
ØMultiple stakeholders such as Operational Manager (HTOM), Focal Engineer (HTE), Engineering Escalation team and Professional Services Engineer (AS)
Who You Are
ØTypically requires University Degree equivalent along with 7+ years of experience in networking industry especially in a support environment
ØR&S related certifications (CCNP, CCIE)
ØDeliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues
ØApplies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity
ØEffectively utilize moderate to complex lab setups to recreate and solve problems
ØUse professional expertise to identify and lead support initiatives to improve the supportability of processes and solutions
ØSubmit complete and correct software defect reports in his or her area of expertise
ØAct as a technical expert and provides support on a worldwide basis
ØProvide systems/product training both internally and externally and knowledge base material
ØDocument all actions taken toward resolving customer issues in customer contact tracking database
ØYou can handle a wide range of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolution
ØWork with minimal supervision and exercise discernment within defined procedures to figure out appropriate action
ØExcellent collaboration, verbal, written, analytical, problem identification, problem-solving and crisis management skills – ability to handle critical customer issues/problems
ØWorking 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.
ØAbility to determine and provide root cause analysis
ØReview customer data in the form of network topologies, and crash, log, or other diagnostic files for anomalies
ØYou deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
ØYou 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
ØAbility to work effectively as a team
ØBe adaptive to change as the business evolves to meet customer requirements
ØFlexible: Autonomous worker with team spirit (essential)
üEager to learn. Technical aptitude to assimilate new learning quickly (essential)
üOut-of-the-box thinker (essential)
üAble to take initiative and drive change (essential)
üPerforms well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)
üExcellent customer management skills (essential)
üTeam player (essential)
üWorks on problems of diverse scope where analysis requires evaluation of identifiable factors.
ØYou possess a fundamental working knowledge of computer and networking industry, products and protocols including:
üMinimum experience of 7+ years in WAN Architecture & Routing Protocols such as BGP and OSPF
üUnderstanding of Linux systems
üUnderstanding of Virtualization Technologies such as VMWare and KVM
üUnderstanding of Cloud Technologies such as AWS, Azure, and Openstack
üUnderstanding of Security Technologies, digital certificates, X.509, IPSec, TLS, SSL
ØStrong documentation skills; to be utilized for case management, knowledge capture, defect management and training
ØStrong knowledge in Programmability, REST API & Redhat Linux
ØWorking knowledge of handling network down situations; this role will be handling S1/S2 Service Requests with limited supervision
ØAbility 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
ØCCIE or other top level industry certification (MCSE, Linux, VMware) is highly desirable / preferred
Industry or Sector Experience:
ØPrior experience in a technical support capacity (advantageous)
ØPrior experience of high-level technical problem solving (essential)
ØTypically requires BE/BS in a technical field (CS/EE preferred) and/or equivalent plus 7 years related experience
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