Why you'll love Cisco? We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired. What You'll Do? You will be part of Cisco's Catalyst Center (formerly DNA Center) technology support team consisting of the industry's brightest minds, developing and deploying today's most advanced Internet technologies. You'll gain insight on the detailed functionality of Cisco products and partners with all distributed elements of the service chain. Who You'll Work With? The Global Technical Center Americas provides both premium and highly technical support to customers in the Americas Region. Through collaborative tools, Intellectual Capital and world-class technical expertise, we deliver hardware and software solutions to our most critical customers. As hybrid cloud enables more choice in consumption models and addresses real business outcomes on top of infrastructure availability needs, the technical experts in GTC Americas are also evolving - to customer-centric, software-knowledgeable innovators, leveraging scripting, software and traditional network engineering troubleshooting methodologies. Roles and Responsibilities: • Provide technical support for Cisco Catalyst Center (formerly DNA Center) products to Cisco customers, partners, account teams, and other internal technical support teams. • Handle a wide variety of technical support problems—from simple application or network configuration fixes to extremely complex troubleshooting and problem resolution. • Utilize moderate to complex lab setups to recreate and solve problems. • Submit complete and correct defect reports with collaboration and supervision. • Work with minimal supervision and exercise judgment within defined procedures to determine appropriate action. • Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved. Technical Qualifications: • Troubleshooting experience of Linux-based hosts, servers, and devices (Performance issues, logs analysis and user management). • Troubleshooting experience of container-based architectures: Docker and Kubernetes. • Configure, implement, and troubleshoot API-based technologies. • Deploying services using ESXi, AWS, Azure, and GCP cloud instances. • Ability to manage, configure and troubleshoot certificate-related technologies (PKI, SSL, TLS, VPN). • Analyze and manipulate packets using tools such as Wireshark to identify and troubleshoot packet flows. • Design and recreation of moderately complex customer issues in a lab environment. • Bachelor's degree and/or 3-6 years equivalent experience in related fields. • Excellent written & verbal communication skills and can present/communicate ideas effectively across different audiences, such as Sales, Customers, or Engineering. • Excellent time & customer management. • Ability to drive customer satisfaction and take ownership for customer success. Desired Certifications: CCNA, CCNP, DevNet Associate, DevNet Professional, AWS, VMWare, Linux. Why Cisco? At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people. We connect everything – people, process, data and things – and we use those connections to change our world for the better. We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices. We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities. Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco
