Drives problem resolution for issues experienced in customer environments. Diagnoses, troubleshoots 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. • Builds productive relationships with customers and takes ownership for customer success. Fully identifies and resolves issues identified within the case. Leads by example. • Has a local, site level impact. • Is a technical expert in at least one are with broad knowledge across the technology. Reads technical documentation, functional specs, RFCs. • Has an advanced knowledge of global common customer issues and is able to they understand the impact to the industry in addition to the team impact. Comfortable using knowledge to assist with enhancement proposals. • Frequently assists other TCEs and Global Delivery Partners with problem resolution. • Submits effective escalations with Engineering teams. • Recognizes and submits bugs with all required related information. Mentors others to file bugs. • Builds and utilizes complex lab setups to duplicate and resolve problems. • Produces and shares intellectual capital (including documentation and training) within technology and adjacent areas for internal audiences, Global Delivery Partners and customers. • Mentors and develops more junior TCEs and 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 problems of diverse scope and complexity where analysis requires further evaluation of multiple factors and correlation of data. • Receives limited supervision. Receives little instruction on routine work and general instruction on new assignments. Provides guidance and mentoring to other engineers. Translates team goals into own work assignment. Minimum Qualifications: • Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 3-6 years related experience. • Excellent written and verbal communication, interpersonal and presentation skills. Developing ability to function effectively in ambiguous circumstances. Shares information and communicates clearly with site and/or regional team members to improve team effectiveness. • Has working knowledge of software programmability, automation, orchestration and/or virtualization. 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.