Meet the Team We are a dedicated team of engineers with deep technical expertise in Service provider technologies and Cisco's products. Our primary role is to deliver best in class technical support to our premium customers. We are responsible for helping Customers to restore network downtime, providing recommendations to resolve issues, and addressing queries related to Cisco products. Additionally, we offer best practice recommendations to enhance their operations. Your Impact In this role, you will work with Cisco's CService Provider customers and collaborate with various teams, including Customer Expeirnece, product engineering, and the Sales. Our collaboration aims to improve overall experience of customers with Cisco’s Product and Services. Furthermore, you will work with the global Support team to ensure a seamless experience for our customers. · Resolve customer issues remotely via email, phone, or collaboration tools such as Cisco Webex. · Use Cisco labs to replicate customer-reported issues and test software fixes provided by the engineering team. · Work effectively with Cisco engineering teams to resolve product-related issues and submit serviceability enhancements based on customer feedback and technical insights. · Create and document troubleshooting procedures for new and common problems to assist junior engineers and enhance team knowledge · Collaborate with technical leaders to support efforts in automation and innovation within the team. Minimum Qualifications : * Bachelor's degree in a Engineering (Computer Science or Information Technology preferred). * A minimum of 8 years of related industry experience, with at least 4 years of experience working with Cisco routing products such as ASR 9000, NCS 5000, and NCS 540. * CCIE/CCNP certification or an industry equivalent is preferred, demonstrating advanced expertise and technical skills in networking. * Requires knowledge of Cisco routing products and proficiency with their command line interface (CLI). * Possesses working knowledge of Python scripting and automation. * Basic understanding of AI tools. Preferred Qualifications : * Possesses a solid understanding of IP networking concepts, including IPv4, IPv6, Multicast, ARP, QoS, and device-level security. * Experienced with service provider technologies such as routing protocols (BGP, OSPF, IS-IS), MPLS, L3VPN, L2VPN,Segment-Routing and IPv6 routing. * Possesses working knowledge of software programmability, automation, orchestration, and/or virtualization. * Candidates with prior Technical Assistance Center (TAC) experience from a product-based company are preferred. * Excellent written, verbal, interpersonal, and presentation skills, with a developing ability to function effectively in ambiguous circumstances. #WeAreCisco (This is the Standard and cannot be changed) #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 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.