NEW!!! CUSTOMER SUPPORT ENGINEERS, DATA CENTER APPLICATIONS - SAN JOSE, CA

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Cisco seeks a Customer Support Engineer for Data Center Applications to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies in the Data Center environment. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely, and to drive customer satisfaction. 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 an industry leader in technology.
• Provide broad triage support within Datacenter solutions including both hardware, applications, and OS phone support.
• Works on complex problems where analysis of situations requires in-depth evaluation of factors.
• Provide systems/product support and training to customers, and contribute towards building a knowledge base to help customers and internal stakeholders.
• Provide guidance leadership to less experienced engineers.
• Act as a focal point for high impact, large account problem resolution.
• Act as a technical expert and provide support on a US/Canada and world-wide basis
• Interfaces with VARs, OEMs, end-users, and internal engineering departments to drive quality into the product.
• Receive minimal supervision, no instruction on routine work, and general instruction on new assignments.
• Reports to Sr Manager of Technical Services.
• May require some travel


Required Qualifications:
• Typically requires BS in CS or EE or equivalent plus 7-10 years Data Center related experience.
• Receives minimal supervision. Determines methods and procedures on new assignments. May provide guidance to lower level engineers.
• Requires in-depth knowledge of the following areas: Data Center Networking and Data Center Products and Applications.
• Demonstrated networking experience including TCP/IP and Routing Protocols.
• Troubleshooting experience using Finisar, Wireshark, or other protocol analyzer.
• Experience or certifications in one or more of the following is required
o :Windows Operating Systems environments
o Red Hat Linux
o SuSe Linux
o VmWare
o Oracle
o SAP
o Netapp
o Citrix
o Thin clients – (e.g. Wyse, iGel, DevonIT, etc)
• Prior customer support experience is preferred.


Will be required to perform Advanced Troubleshooting of Data Center Solutions consisting of some or all of the following:

1. Fibre Channel or Network Attached Storage (NAS) Environments
2. Windows Operating Systems Environments and File Systems (CIFS, DFS, Active Directory)
3. Storage architectures, iSCSI, FICON, device drivers, and/or file systems
4. Designs and implementations for integrated network and storage solutions.
5. Fibre Channel over Ethernet and Fiber channel storage area network architectures
6. Multi-vendor platform and interconnect component interoperability
7. Red Hat Linux, SuSe Linux, VmWare and UNIX operating systems environment
8. Citrix
9) SAP
10) Oracle

Desired Skills:
• Able to analyze, use and configure medium to large Datacenter environments.
• Proven crisis management skills.
• Excellent verbal communication skills--these skills are essential for this engineering role as some work being done is through remote communication.
• Very strong Problem Solving skills, and ability to determine root cause and determine resolution for previously unknown problems
• Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
• Good organizational skills. The position requires that the FSE is able to prioritize his/her workload and manage customer commitments.
• Strong teamwork and collaboration skills. Able to work effectively with and provide guidance to FSE team and other collaborating workgroups. This results in very strong teamwork which has proven to be successful in driving Issues to Resolution quickly.
• Good presentation skills

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