Cisco Technical Leader 

United States, California, San Jose 

112044178

As a Technical Leader, you will provide experienced level assistance to Cisco CX teams, customers & partners across the world for EN products and solutions. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when required.

• Analyze, configure, and troubleshoot Cisco Catalyst center managing network consists of Switching, Routing and Wireless Platforms and protocols.
• Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve issues
• Follow-through on all Incident tickets assigned to you and their resolution
• Engage Development Engineers, Dev-Test Engineers, Marketing and TAC for assistance on complex issues support
• Managing requirements and be the main point of contact for the customer.
• Driving a team of engineers for when escalations occur and leading the team to resolution in a timely manner.
• Provide written and verbal updates to wider Cisco Support team and customer as needed.
• Technically adhere to processes related to tickets and update with relevant and correct notes.
• On Call Rotation Weekend Priority support for Critical Escalations.
• Effectively work with multi-functional teams to resolve major customer issues.
• Collaboration with team members, continuously learning, and results orientated attitude.
• Successful candidates will have solid technical skills and a data-driven approach to problem solving, coupled with good project management background to handle customer issues.

• Experience in High Availability and Disaster Recovery is a plus.
• Industry standard professional certification like CCIE, GCP, AWS certification, OCAJP is highly desirable
• Strong teammate, with the ability to actively contribute in teams with different skill and experience levels
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Ability to work independently while responding to changing business and technical conditions with Crisis management and leadership skills