Wireless Escalation Engineer - Cisco Wireless Engineering

Meet the Team

Cisco Enterprise Network Wireless and Cloud Escalations Team to support platforms that cover a $4B portfolio. Team represents highest point of escalation any Cisco customer & collaborates with cross-functional teams to resolve customer adoption barriers on priority. Team has rich history of WiFi expertise with team members part of IEEE, Patents, Authors, Industry known presenters and tech savvy engineers.

Your Impact 

• As a Wireless Escalation engineer, you will be handling sensitive customer escalations and work closely with Engineering in troubleshoot, debugging, different areas of Industry leading Cisco Wireless products including Wireless LAN Controller, Access Points.
• You will spearhead customer success and provide voice of the customer back to the development team to drive product and customer satisfaction improvements.
• Increase test efficiency and effectiveness through review of customer found issues and application of appropriate test approach, technology, tools, and innovation.

Responsibilities

You dedicate 70% of your time to operational responsibilities:

• Review and analyze escalation requests to facilitate and triage resolution paths.
• Responsible for identifying/resolving technical issues across Cisco Systems Inc Wireless full-stack solution.
• Includes Wireless, Routing, Switching, Application domain.
• Perform on-site engagement for top severity issues where required.
• Navigate diligently through demanding technical/business situations and drive varied functional teams towards a technical solution. Maintain an empathetic and determined approach to all raised issues.
• Build a systemic approach to remediate recurring problems (scripting, data analysis)
• Maintain a professional profile, both technically and politically, within incident management

You dedicate 20% of your time to professional development

• You focus on achieving technical certifications, developing programming/ scripting skills
• You attend and represent Cisco Wireless at industry meetups, webinars, and conferences
• You stay updated on networking standard methodologies and competitor solutions
• Explore new tools and investigate advancements in the field of technology

You dedicate 10% of your time to contribute to expert-level documentation

• You use the knowledge gained from day-to-day work to provide in-depth documentation to build the internal knowledge base.
• You articulate interesting issues/projects to Support and other Cisco Systems Inc Business Units.

Minimum qualifications

• Bachelor’s degree in computer science, Computer/Software/Electrical Engineering, or a related major + 8+ years related experience
• Strong understanding of network infrastructure and network hardware and software
• Ability to implement and troubleshoot network infrastructure devices, including wireless access points, firewall, routers, switches, controllers.
• Experience with Switching/Routing Technology based on Cisco: Catalyst 9000 series, Cisco Catalyst Center,  ISE, Wireless Lan Controller
• Excellent written and verbal communication, interpersonal and presentation skills, Good analytical skills.
• Ability to work indecently while responding to changing business and technical conditions with Crisis management and leadership skills
• Automation / Programming: Python

Preferred Qualifications

• Master’s degree in computer science, Computer/Software/Electrical Engineering, or a related major + 8 to 9 years related experience
• CCIE level on network infrastructure and network hardware and software
• Experience with Switching/Routing Technology based on Cisco: Catalyst 9000 series, Cisco DNA Center, Cisco SD-Access, ISE, Wireless Lan Controller
• Industry standard professional certification like CCIE, CWNE GCP, AWS certification is highly desirable but not mandatory
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills, Good analytical skills.
• Ability to work indecently while responding to changing business and technical conditions with Crisis management and leadership skills
• Proven planning, prioritization, and organization skills
• Automation / Programming: Python, AI/ML is highly desirable.

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. 

Disclaimer

To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will:

• be in direct response to an application you have submitted through the company career site
• begin with screening or an interview
• originate from a Cisco email address, and
• be conducted across email, phone, or WebEx

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