Description
The CX-Labs team is a dynamic group of lab engineers and problem-solvers delivering top-tier support for global enterprise clients.
As a member of the CX-Labs team, you will drive operational success by providing expert fixes for complex technical architectures while maintaining advanced lab environments that facilitate rapid issue resolution.
Responsibilities:
- Conduct advanced troubleshooting to resolve customer technical support requests and complex problems across Routing, Switching, Security, and Virtualization architectures.
- Partner with customers, engineering, and internal collaborators to drive issue resolution, improve product quality by submitting bug reports, and streamline operations.
- Build and maintain lab environments and digital intellectual capital, using AI capabilities, automation, and diagnostic tools.
- Mentor peers and team members to drive individual development and foster collective growth.
Minimum Qualifications:
- Bachelor's degree with 3+ years of related experience, Master's degree with 3+ years of related experience, or 6 years of related experience overall.
- Associate level certification (e.g., CCNA) or equivalent relevant certification.
- Very good understanding of Layer 1 & Layer 2 Networking fundamentals.
- Hands-on experience installing, connecting, and solving Cisco lab devices and equipment.
- Demonstrated experience in Security and Networking, including Routing and Switching (OSPF, BGP) and IP addressing/subnetting and experience with Firewalls & VPNs (NGFW, IPsec/SSL) and Threat Defense (IDS/IPS, Zero Trust).
Preferred Qualifications:
- Extensive experience running and maintaining test beds for global enterprise clients.
- Proven track record in rapid environment provisioning and configuration to support urgent technical requests.
- Experience with collaborative queue management, specifically supporting senior engineers in resolving complex customer cases.
- Strong cross-product knowledge and systems-level thinking to manage coordinated solutions in a highly complex technical environment.
- Good communication skills with a track record of collaborating effectively with customers, partners, and engineering teams and previous experience mentoring peers and contributing to cross-team collaboration and knowledge sharing.