Drives problem resolution for 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 escalations. 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 stakeholders on status and progress of service requests. Individual contributor.

What You’ll Do:
• Typically interfaces with customers, other TCEs, Partners, Global Delivery Partners, field personnel, CAP Managers, and internal engineering departments and product organizations.
• Builds productive relationships with customers and takes ownership for customer success. Fully identifies and resolves issues identified within the case and thinks beyond the fix to prevent future problems. Leads by example.
• Has a regional and worldwide impact.
• Is a technical expert in more than one area. Applies expected product behavior across industry standards. Reads technical documentation, functional specs, RFCs. Knows how the technology is expected to work in the industry.
• Coaches others and uses advanced knowledge of issues, trends and patterns, and the customer experience to participate in proactive engagements with Engineering Partners with serviceability teams to author requirements, review PRDs or functional spec.
• Actively assists other TCEs and Global Delivery Partners in problem resolution. Interacts effectively with Engineering to solve complex problems.
• Submits effective escalations with Engineering teams. Guides team members in successful interactions with the Engineering teams.
• Recognizes and submits bugs with required related information. Mentor others to file bugs. Acts on pervasive bugs and issues within technology domain.
• Provides escalation support, and lab setup expertise. Builds shared and reusable lab setups.
• Produces and shares intellectual capital (including documentation and training) in the most productive manner for internal audiences, Global Delivery Partners and customers for global use.
• Actively mentors and develops others, including Global Delivery Partners.
• Leverages software skills and tools to configure, deploy and/or troubleshoot Cisco products and solutions. Contributes in the development of digital intellectual capital (e.g. scripts, digital signatures).
• Solves complex and diverse problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation. Problems may be previously unknown.
• Receives limited supervision. Determines methods and procedures on new assignments. Routinely provides guidance and mentoring to other engineers. Translates worldwide team goals into own work assignments.

Minimum Qualifications:
• Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 5-8 years related experience.

Preferred Qualifications
Varies based on the team and business needs | Preferred Qualifications are desired education, experience, and skills that are in addition to Minimum Qualifications.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.