What You'll Do

The Customer Experience Center at Cisco is team of world-class technical experts 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 outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the GTC's three geographic regions; together, they form one global, borderless TAC.

Who You'll Work With

The Core Service Provider team provides second/third level technical support on a worldwide basis for IOS based Operating Systems and routers to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems.

Who You Are

You demonstrate an aptitude and appetite for learning new technologies and applying this to solve customer issues remotely to drive customer satisfaction. If you have patience, an empathetic view of the customer and want to advance your career contributing to customers' success while working with an industry leader in technology...this may be the role for you!

Role & Responsibilities

A Customer Experience (CX) Engineer is part of a highly skilled team in a cutting-edge technology supporting IOS Operating System and Routers. This role will be located in Mexico City.

• Provides second/third level technical support on a worldwide basis via phone, email, web and remote access for IOS-XE and IOS-XR products such as NCS55xx, NCS520, NCS5xx, ASR1K, ASR9xxx, ASR9xx.

• Working knowledge of Networking industry, products and protocols.

• Crisis management skills and ability to handle critical customer issues/problems.

• Customer Experience Engineers drive projects with the Business Unit and will be part of several engineering and Technical Content Delivery activities.

• Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.

Minimum Qualifications

3+ years of support related experience.4+ years of IP/Networking, routing protocols or relevant experience.4+ years experience working in at least THREE of the following SP-focused technologies: Routing Protocols (OSPF, EIGRP, BGP, IS-IS), IPv4, IPv6, Multicast, MPLS, Quality of Service, L2VPN, L3VPN, Spanning Tree, DHCP, VLAN and VTP, EtherChannel, VSS, SPAN / RSPAN.Strong communication skills, both oral and written.

Desired Skills

BS in a technical field (CS/EE preferred) or equivalent; 4 years of relevant experience [MH1].Experience or Certifications in one or more of the following is preferred: CCNP or higher, preferably CCIE in Enterprise or SP.Troubleshooting experience using finisar, wireshark, or other protocol analyzer.Programming skills (Python, Ruby, C, C++, Linux, and Shell Scripting).Routing Protocols, IPv4, IPv6, MPLS, Multicast, Quality of Service, L2VPN, L3VPN, Switching, IOS-XR or IOS-XE, ASR1K, NCS55xx, NCS520, NCS5xx.Service Provider experience and service support experience is a plus.Data Center, SP-Cable, SP-Video, CCAP and CMTS experience is a plus.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!