Data Center Solutions - Customer Support Engineer
Cisco Systems - North Carolina

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Cisco seeks a Customer Support Engineer to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies in the Data Center environment. In this role, you will gain insight on the detailed functionality of Cisco Unified Computing, Nexus and other Cisco Data Center solution based products and partner with all distributed elements of the service chain.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely to drive customer satisfaction. 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 technology.

Position responsibilities:
  • Provide second or third line phone consultation to debug broad, complex unique network topologies with mixed media protocols to Cisco customers.
  • Works on complex problems where analysis of situations requires in-depth evaluation of factors.
  • Provide systems/product training to customers, and contribute towards building a knowledge base to help customers and internal stakeholders.
  • Provide guidance leadership to less experienced engineers.
  • Act as a focal point for high impact, large account problem resolution.
  • Act as a technical expert and provide support on a US/Canada and world-wide basis
  • Interfaces with VARs, OEMs, end-users, and internal engineering departments to drive quality into the product.
  • Receive minimal supervision, no instruction on routine work, and general instruction on new assignments.
  • Typically reports to Advanced Services Manager
Required Qualifications:
  • Typically requires BS in CS or EE or equivalent plus 7-10 years Data Center related experience.
  • Receives minimal supervision. Determines methods and procedures on new assignments. May provide guidance to lower level engineers.
  • Requires in-depth knowledge of the following areas: Data Center Networking and Data Center Products.
  • Demonstrated networking experience including TCP/IP and Routing Protocols.
  • Troubleshooting experience using finisar, wireshark, or other protocol analyzer.
  • Experience or Certifications in one or more of the following is preferred:
Windows Operating Systems Environments; Red Hat Linux (RHCE), SuSe Linux, Microsoft (MCSE), and VmWare (VCP),
  • Minimum of CCNP or CCIE written. Full CCIE is preferred.
  • Prior customer support experience is required.
  • Prior customer support experience with the following products is HIGHLY desirable: Cisco Nexus 5000, IBM or HP blade server products/architecture (IBM BladeCenter, HP BladeSystem).
  • Prior experience and knowledge of SAN environment including FCoE is also desirable.
External Job Description (r) : **** PRIMARY LOCATION IS SJ, CA. WILL CONSIDER RTP, NC AS ALTERNATE****

Cisco seeks a Customer Support Engineer to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies in the Data Center environment. In this role, you will gain insight on the detailed functionality of Cisco Unified Computing, Nexus and other Cisco Data Center solution based products and partner with all distributed elements of the service chain.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely to drive customer satisfaction. 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 technology.

Position responsibilities:
  • Provide second or third line phone consultation to debug broad, complex unique network topologies with mixed media protocols to Cisco customers.
  • Works on complex problems where analysis of situations requires in-depth evaluation of factors.
  • Provide systems/product training to customers, and contribute towards building a knowledge base to help customers and internal stakeholders.
  • Provide guidance leadership to less experienced engineers.
  • Act as a focal point for high impact, large account problem resolution.
  • Act as a technical expert and provide support on a US/Canada and world-wide basis
  • Interfaces with VARs, OEMs, end-users, and internal engineering departments to drive quality into the product.
  • Receive minimal supervision, no instruction on routine work, and general instruction on new assignments.
  • Typically reports to Advanced Services Manager
Required Qualifications:
  • Typically requires BS in CS or EE or equivalent plus 7-10 years Data Center related experience.
  • Receives minimal supervision. Determines methods and procedures on new assignments. May provide guidance to lower level engineers.
  • Requires in-depth knowledge of the following areas: Data Center Networking and Data Center Products.
  • Demonstrated networking experience including TCP/IP and Routing Protocols.
  • Troubleshooting experience using finisar, wireshark, or other protocol analyzer.
  • Experience or Certifications in one or more of the following is preferred:
Windows Operating Systems Environments; Red Hat Linux (RHCE), SuSe Linux, Microsoft (MCSE), and VmWare (VCP),
  • Minimum of CCNP or CCIE written. Full CCIE is preferred.
  • Prior customer support experience is required.
  • Prior customer support experience with the following products is HIGHLY desirable: Cisco Nexus 5000, IBM or HP blade server products/architecture (IBM BladeCenter, HP BladeSystem).
  • Prior experience and knowledge of SAN environment including FCoE is also desirable.

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