Key Responsibilities:

• Provide level 3 support to debug sophisticated and complex network topologies independently for Cisco customers.
• Work on complex problems requiring in-depth evaluation of various factors.
• Provide systems/product training to customers and contribute to building a knowledge base for customer support and internal partners.
• Effectively utilize cisco lab setups to reproduce and address the customer’s problems
• Act as the focal point for high-impact, large enterprise account problem resolution related to their Data Center.
• Collaborate with VARs, OEMs, end-users, and internal engineering departments to drive product quality.
• Interact across Global TAC teams and development teams at a peer level.
• Collaborate with engineers from multiple teams and the field, aiding them in problem resolution.
• Troubleshoot the most complex network issues faced by customers.
• Recreate customer issues in the lab environment.
• Conduct Root Cause Analysis (RCA) of problems.
• Report new bugs to the software engineering team and collaborate for bug resolution.
• Responsible for end-to-end customer problem resolution.
• Write technical articles (tech zone articles) related to technology and problem resolution.

Minimum Qualifications/Experience:

• Typically requires a Bachelor's Degree in a technical field with equivalent experience, plus 8-10 years of Data Centre related experience.
• In-depth knowledge of Data Centre Networking and Data Centre Products.
• Good experience in the Networking industry and knowledge of products and protocols.
• Trusted resource in the areas of NXOS, ACI, IOS-XR, IOS-XE, and their underlying platforms and technologies (Routing & Switching protocols, Datacenter technologies, and related capabilities).
• Excellent communication and customer support skills, self-motivated with a focus on execution.
  • Experience with debugging and verification methodologies.