Network / Customer Service Support Engineer

The Gigabit Switching Business Unit (GSBU) is seeking a Network / Customer Support Engineer to join the GSBU Customer escalation team. You will be working in a fast paced, high impact environment where you will directly contribute to the success of Cisco’s customers in deploying and utilizing the latest ASICs and networking technologies and be continually challenged to expand your knowledge.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with a highly motivated and successful team.

Candidate will report into the Cisco GSBU software group. GSBU is responsible for the catalyst 4000 product line, the most widely deployed modular switching platform in the industry.

Responsibilities:

Focused on resolving complex and highly visible software and hardware quality issues, the escalation team provides an interface to customers to raise quality issues usually after TAC's handling of Service Requests. The individual will need to handle the details of Accounts that are headed toward CAP or are already under CAP and align all engineering and business resources required to address the customer needs. He/she is at the forefront of managing the customer sentiment and expectations by delivering a solution that is acceptable to both the customer and business unit. Must be willing to work a flexible work schedule and be able to adapt, perform and succeed in a constantly changing job priorities and business environment. The candidate will be expected to work in and lead cross functional teams derived from CA, Manufacturing, Engineering & Marketing to resolve complex problems and drive improvements in product quality and processes.

Required Skills:

-Proven crisis management skills
-Very strong Problem Solving and analytical skills
-Exercise judgment within defined procedures to determine appropriate action
-Communicate effectively both verbally and in writing
-Present to Manager, Director and VP levels in meetings and in one-on-one situations
-Interact and drive issues cross-functionally to accomplish desired solution for customer
-Work under minimal supervision and with very general instructions
-Good networking knowledge
-Ability to work in a cross functional team
-Self motivated
-Ability to learn fast and independently

Required Education:

BA/BS and 8-10+ years related experience
MS and 5-8+ years related experience

Desired Education and Experience:

CCIE
Multi-lingual (Japanese)
Experience with Customer Support and Field Personnel like AS/NCEs/SEs is a BIG plus