Technical Consulting Engineer

Technical Consulting Engineer - SDA/DNAC

Location:North Sydney, AustraliaArea of InterestCustomer ExperienceJob TypeProfessional*None, AI or Artificial IntelligenceJob Id1422463Location:

North Sydney, AustraliaArea of Interest

Customer ExperienceJob Type

ProfessionalTechnology Interest

*None, AI or Artificial IntelligenceJob Id

1422463NewWhat You'll DoAs a TECHNICAL CONSULTING ENGINEER the position has the following responsibilities:Ø

Provides expert level technical support to our customers/partners globally (including but not limited to software and hardware upgrades, reactive and proactive maintenance windows, detailed root cause analysis). This can also be both remotely and on-site as required, and cover every phase of the post-sales customer lifecycle – plan, build, run, optimize.Ø

Solves product and network problems of high complexity by quickly isolating and resolving issuesØ

Increase customer network uptime by providing independent consultation to solve complex network and product problems, including pro-active/beyond the fix recommendationsØ

Provides a technical focus support service that builds trust and enhances customer affinityØ

Effectively utilizes Cisco’s world class lab facilities to simulate customer network issuesØ

Provides systems/product training and intellectual property material (internal and external)Ø

Submits complete and correct defect reports in area of expertiseØ

Be a strong Customer Advocate, willing to go that extra mile and have a passion for delivering a world class un-paralleled Customer ExperienceØ

Good business judgement, a comfortable, open communication style, and a willingness and ability to work with teams. Ability to quickly establish credibility with the customer as well as work collaboratively and with technical professionals.Ø

Highly focused on results and business outcomes, with a willingness and perseverance to make things happen through effective decision-making abilitiesØ

Partner with BU Escalation for product issues and enhancementsØ

Work closely with their colleagues to achieve common goalsØ

Strives to achieve technical excellence and expertise across multiple technologiesWho You'll Work WithØ

The Cisco Network SDA/DNAC solutions team - a dynamic group of technologists passionate about a wide variety of subjects. We love sharing our knowledge and not a day goes by where we do not learn something new from our peers. Our culture thrives on collaboration and teamwork. This small but growing team supports a diverse range of innovative products both Cisco and select partner technologies giving customers a personal single point of contact for issue resolution. Our customers bring us new and exciting challenges and we drive these cases to resolution with our passion to provide our customers with not just an answer but also the best answer, as fast as possible across many technologies.Ø

The Premium HTTS team and some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. 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 networking technology.Ø

A globally dynamic, diverse and passionate customer experience team that provides 24x7 worldwide technical supportØ

A Sydney based team of engineers with varying years of experience (from 2 years to 20+ years)Ø

Multiple stakeholders such as Operational Manager (HTOM), Focal Engineer (HTE), Engineering Escalation team and Professional Services Engineer (AS)Who You AreØ

Typically requires University Degree equivalent along with 7+ years of experience in networking industry especially in a support environmentØ

R&S related certifications (CCNP, CCIE)Ø

Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issuesØ

Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexityØ

Effectively utilize moderate to complex lab setups to recreate and solve problemsØ

Use professional expertise to identify and lead support initiatives to improve the supportability of processes and solutionsØ

Submit complete and correct software defect reports in his or her area of expertiseØ

Act as a technical expert and provides support on a worldwide basisØ

Provide systems/product training both internally and externally and knowledge base materialØ

Document all actions taken toward resolving customer issues in customer contact tracking databaseØ

You can handle a wide range of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolutionØ

Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate actionØ

Excellent collaboration, verbal, written, analytical, problem identification, problem-solving and

crisis management skills – ability to handle critical customer issues/problemsØ

Working with customers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer.Ø

Ability to determine and provide root cause analysisØ

Review customer data in the form of network topologies, and crash, log, or other diagnostic files for anomaliesØ

You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfactionØ

You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineersØ

Ability to work effectively as a teamØ

Be adaptive to change as the business evolves to meet customer requirementsØ

Flexible:

Autonomous worker with team spirit (essential)ü

Eager to learn. Technical aptitude to assimilate new learning quickly (essential)ü

Out-of-the-box thinker (essential)ü

Able to take initiative and drive change (essential)ü

Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)ü

Works on problems of diverse scope where analysis requires evaluation of identifiable factors.Minimum Qualifications:Ø

You possess a fundamental working knowledge of computer and networking industry, products and protocols including:ü

Minimum experience of 7+ years in WAN Architecture & Routing Protocols such as BGP and OSPFü

Understanding of Linux systemsü

Understanding of Virtualization Technologies such as VMWare and KVMü

Understanding of Cloud Technologies such as AWS, Azure, and Openstackü

Understanding of Security Technologies, digital certificates, X.509, IPSec, TLS, SSLDesired Skills:Ø

Strong documentation skills; to be utilized for case management, knowledge capture, defect management and trainingØ

Working knowledge of handling network down situations; this role will be handling S1/S2 Service Requests with limited supervisionØ

Ability to drive recreates remotely; many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolveØ

Very good understanding and experience on Linux/Unix(Ubuntu/RHEL/CentOS)Ø

Knowledge of designing dynamic large-scale, multi-tenant, distributed systems using Java/Cloud (AWS, Azure) environmentsØ

Understanding and experience on Docker an Kubernetes design and troubleshooting the deployments based on containerised environmentØ

Understanding and troubleshooting knowledge for applications such as postgres/mongodb/redis/kafka/elasticsearch etc.Ø

Troubleshooting Java related application issuesØ

Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV)Ø

Must have a Basic Programming/Scripting Skill (preferably Python)Ø

Understanding and basic knowledge on networking skills( switching/Routing) and preferred exposure to Cisco Wireless products (WLC & APs) OR Cisco Catalyst platforms (Cat3k, Cat6k and/or Cat9k)Ø

Preferrably a CCNA/CCNP certification and/or CCIE or other top level industry certification (MCSE, Linux, VMware) is highly desirableIndustry or Sector Experience:Ø

Prior experience in a technical support capacity (advantageous)Ø

Prior experience of high-level technical problem solving (essential)Ø

Typically requires BE/BS in a technical field (CS/EE preferred) and/or equivalent plus 7 years related experienceWhy CiscoWe connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.We Are Cisco.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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