Switching BE Escalation Engineer

Cisco

San Jose, CA

Full Time

Senior

4 days ago

Job Description

About the Role

The Switching Escalation team is part of the Enterprise Switching Engineering Group in Cisco and manages overall customer experience for flagship products & solutions in the enterprise space. This role involves working on the next-generation Catalyst 9000 Switching Family during a major transition in enterprise switching business. The position is focused on solving critical customer issues, managing communication, and collaborating with various teams to improve product quality and customer satisfaction.

Key Responsibilities

Solve critical customer issues related to enterprise switching products and solutions.
Manage customer communication and coordinate with virtual teams to drive issue resolution.
Maintain end-to-end ownership of efforts to resolve customer issues.
Share field learnings with engineering teams to help drive product improvements.
Engage with Sales, Marketing, Development, and Test teams to ensure customer needs are met.

Requirements

Typically requires MSEE/CS or BSEE/CS educational background.
Solid experience in Networking/Security domain.
Excellent knowledge and experience in Layer 2 and Layer 3 networking.
Good understanding of various networking protocols and standards such as TCP/IP, FTP, DHCP, HTTP, Multicast, OSPF, BGP, IS-IS, STP, VLAN, MPLS, EVPN.
Strong troubleshooting and debugging skills for complex systems with excellent problem-solving techniques.

Nice to Have

Self-motivated with a strong sense of ownership.
Ability to balance multiple tasks and work independently with minimal guidance.
Experience in customer deployments.
Open to continuous learning and self-improvement.
Strong logical reasoning and analytical capabilities.
Excellent network troubleshooting skills.
Interaction with various functions including Development, Marketing, Sales, and Accounts teams.
Exposure to Cloud Technologies (AWS, GCP, Azure) is a plus.
Programming/scripting skills in Python, Perl, TCL are a plus.

Qualifications

Educational background typically includes MSEE/CS or BSEE/CS.

Benefits & Perks

Paid time off
Dedicated paid time off to volunteer (80 hours annually)

Working at Cisco

Cisco celebrates diverse skills and perspectives, fostering an inclusive environment where learning and development are encouraged at every stage. The company pioneered hybrid work trends, supports employee resource organizations to foster belonging and learning, and emphasizes giving back through volunteer opportunities. Cisco's purpose is driven by its people, aiming to power an inclusive future for all through innovative technology and a collaborative culture.

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