Customer Support Engineer (ACI)
Who We Are
Cisco Cloud an Managed Services (CMS) organization seeks a customer support engineer to join a team of extremely talented engineers supporting strategic accounts.
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.
The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.
Who You’ll Work With
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers.
You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive unique insight into the IT services industry all the way from pre-
sales to day 2 support as an engineer focused on some of Cisco’s key customers.
What You’ll Do
Ensure 24 / 7 availability of the production environment and lead the daily operations of the production environment.
Participate in Change Advisory Board Review Meetings with customer.
Ownership of root cause analysis process, and ensure remediation of major issues.
Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability
Recreate Customer Issues for Technical Troubleshooting in the Operate Lab
Drive issues related to firmware and bug with BU team.
A strong understanding of the ITIL framework and its application in a production environment.
Troubleshoot & resolve the incidents and problem tickets within SLA / SLO.
Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution.
Working closely with the Engineering team to understand the product and project requirements.
Performs Advanced Level Troubleshooting, Analysis and Diagnosis of Complex Issues
Drive continuous improvement and process change suggestion to management
Provide phone / email consultation to independently debug complex network problems
Provide systems / product training to peers within the CMS Operate Practice team.
Take ownership and accountability expectations in managing cases and customer situations.
Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment
Demonstrate high-level of maturity and confidentiality
Attention to detail and stellar interpersonal skills, possess strong presentation and communications skills
Expertise on Cisco ACI (Application Centric Infrastructure) and / or other Software Defined Networking solutions.
Hands on experience in Campus / enterprise datacenter class devices is essential.
Hands on experience with Cisco APIC SDN controller architecture.
Hands on experience on how to create different application policies in the ACI including Tenants, Application Network Profile (ANP), End Point Group (EPG), Contracts, Subjects and Filters
Hands on experience on the Fabric Access Policy including how to create switch policies, interface policies, AEPs, Physical and External Domains
Hands on experience on Fabric Discovery Activity including Verifying the APIC and LEAF Health.
Experience configuring and deploying enterprise-class networks including the following products : Cisco Nexus 9k,7k,5k,3k Switches, Cisco Catalyst Switches and Cisco ASR / ISR Routers.
Strong understanding of external L2 / L3 fabric connectivity and Experience in L2 / L3 switching Architecture design. Must have a solid understanding in BGP, OSPF, VDC, vPC, VXLAN, ECMP and Fabric Path.
Having hands on experience of APIC and fabric upgrade.
Having good understanding and troubleshooting skills on ACI architecture.
Extensive knowledge on Cisco Data Center LAN platforms Cisco Nexus 7000, 6000, 5600, 5500, 5000, 3000, 2000,1000v etc.
protocols like VDC, VPC, Fabric Path, OTV, ISSU, LISP, VXLAN etc
Knowledge on Cisco Data Center SAN platforms MDS 9700 / 9500 / 9200 & protocols iSCSI, FC, FCoE, FCIP, NPV, NPIV etc.
Knowledge on Cisco Data Center Compute platforms like UCS Blade & Rack Servers, UCS Fabric Interconnect, UCS Manager
Experience with Data Center L4 / L7 services like firewalls and load balancers.
Experience with Python or Perl scripting languages is an added advantage.
The candidate must have advanced knowledge of troubleshooting complex Data Center / Enterprise network problems in technologies including routing, switching, security & load-balancing.
Knowledge on Cloud computing platforms and delivery models.
Experience with at least one compute virtualization platform : VMware, vSphere, Microsoft Hyper-V or KVM.
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