Cisco CX Centers team is a multifaceted and growing organization of customer support engineers or consulting engineers who support or deliver services to Cisco customers.

You will work with other stakeholders in Cisco – your fellow technical consulting engineers, technical leaders, business units, high touch operations managers, field escalation managers.

What will you do

Drives problem resolution for complex issues experienced in customer environments.
Diagnoses, troubleshoots and resolves incidents related to Cisco products, services or solutions.
Provides answers for products, services or solutions questions.
Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.
Assists in documenting and resolving technical problems found in products and solutions.
Engages and drives appropriate resources for escalations, handling effectively escalation and guiding other team members on successful escalations with Engineering teams.
Maintains accurate documentation in incident and knowledge management systems
Ensures case management guidelines are followed
Effectively communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requests

Who will you work with

The Business Entity CX Support Services is a team of extraordinary technical specialists 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 great financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Team:

In this team of technical specialists, you will continuously learn about the ground breaking products from Cisco and partners in the Data Center world.

Who you are

You are an accomplished engineer with experience of problem resolution who enjoys a fast paced environment at the cutting edge of technology.

Our Minimum Requirements For This Role

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 5-8 years related experience.
Has working knowledge of software programmability, automation, orchestration and/or virtualization.
Expert within one or more of the following areas: Data Center Services Support, Data Center Switching Support, Networking Orchestration, Routing & Switching
Proficiency in English

We'll be very impressed if you also have:

Expert level (e.g. CCIE) or equivalent relevant certification desired.
Cisco certification is a plus, but not required. Other vendor's qualifications and experience are welcome.
Experience in Python or other programming languages is helpful.
Experience in Linux would be a plus.
Prior customer support experience is beneficial but not mandatory.
Excellent written and verbal communication, interpersonal and presentation skills. Ability to function effectively in ambiguous circumstances. Shares information and communicates clearly with worldwide team members to improve team effectiveness.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

#CXCHiring

#LI-SF1

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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