.Cisco CX Centers team is a multifaceted and growing organization of customer support engineers or consulting engineers who support or deliver services to Cisco customers.You will work with other collaborators in Cisco - your fellow technical consulting engineers, technical leaders, business units, high touch operations managers, field escalation managers.**What will you do**- Drives problem resolution for sophisticated issues experienced in customer environments.- Diagnoses, solves problems and resolves incidents related to Cisco products, services or solutions.- Provides answers for products, services or solutions questions.- Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.- Assists in documenting and resolving technical problems found in products and solutions.- Engages and drives appropriate resources for critical issues, handling effectively customer concern and guiding other team members on successful critical issues with Engineering teams.- Maintains accurate documentation in incident and knowledge management systems.- Ensures case management guidelines are followed.- Effectively communicates (verbal and written) with the customer and Cisco partners on status and progress of service requests.**Who will you work with**The Business Entity CX Support Services is a team of extraordinary technical specialists whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through great financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.The Team: In this team of technical specialists, you will continuously learn about the ground breaking products from Cisco and partners in the Data Center world.**Minimum qualifications**:- 6+ years of experience in the IT industry.- Experience analyzing traffic and packet flows using packet analyzers such as Wireshark and troubleshooting Linux-based hosts, servers, and devices. Additionally, experience with networking protocols and security features such as STP, VPC, Fabricpath, EIGRP, OSPF, BGP, or Layer 2/3 security features.- Demonstrated ability deploying and managing server virtualization using VMWare, MS Hyper-V, or Nutanix, as well as deploying third-party instances using AWS, Azure, GCP, or Alibaba Cloud.- Proven experience implementing Quality of Service (QoS) practices such as queuing, policing, and shaping, as well as using monitoring services like Netflow, sFlow, SNMP, or similar tools.- Experience configuring, implementing, and troubleshooting API-based technologies, and programming skills in Python with experience in REST API.**Preferred Skills**:- Certifications: Preferred to hold any of the following certifications: CCNP, Cisco DevNet Professional, CCIE Data Center, VMWare Certified Advanced Professional (VCAP-DVC), or Red Hat Certified Engineer (RHCE)