Description
This team provides critical assistance to customers' technical support requests by applying technical expertise to conduct advanced troubleshooting and resolve issues.
As a Technical Consulting Engineer, you will apply your technical expertise to conduct advanced troubleshooting and resolve complex customer issues within Security and Networking architectures.
Responsibilities
- Manage integrated solutions in a highly complex technical environment, utilizing deep cross-product knowledge and systems-level thinking.
- Collaborate with customers, partners, and internal stakeholders to drive issue resolution and continuous improvement.
- Actively contribute to product quality by identifying and submitting defects and quality escalations to Engineering.
- Utilize and enhance lab environments, leverage diagnostic tools and packet analysis, and mentor peers to foster individual and team development.
Requirements
- 5+ years of experience in technical troubleshooting and providing customer support for enterprise-level network environments.
- Active CCNP Level Certification.
- Proficiency in advanced troubleshooting within complex Enterprise networks with proven ability to perform root cause analysis, manage technical escalations effectively, and create clear technical documentation.
- Demonstrated experience utilizing packet analysis tools, such as Wireshark and TCPdump, to diagnose and resolve technical issues.
- Strong cross-product knowledge with the ability to apply systems-level thinking to integrated solutions along with a proven track record of effective customer collaboration and stakeholder management to drive issue resolution.
Preferred Qualifications
- Experience leveraging AI capabilities, automation, and advanced diagnostic tools to improve troubleshooting efficiency.
- Cisco Routing: Basic understanding of IPv4 routing, static and dynamic routing protocols (OSPF, EIGRP, and BGP), routing tables, and inter-VLAN routing.
- Cisco Switching: Understanding of Layer 2 switching, VLANs, trunking, Spanning Tree Protocol (STP), EtherChannel, and Layer 3 switching.
- Cisco VoIP: Basic understanding of Cisco Unified Communications, IP telephony, voice VLANs, QoS, and the fundamentals of how VoIP traffic is handled across an enterprise network.
- Cisco ISE: Basic understanding of Cisco Identity Services Engine (ISE), including 802.1X authentication, RADIUS, TACACS+, authentication policies, and network access control.
- Experience contributing to digital intellectual capital and scaling technical solutions across an organization.
Benefits
- Medical, dental, and vision insurance.
- 401(k) plan with a Cisco matching contribution.
- Paid parental leave.
- Short and long-term disability coverage.
- Basic life insurance.
- Paid time away (vacation, holidays, sick time).
- Optional 10 paid days per full calendar year to volunteer.