What you will do
We are looking for an Engineer to join our Bangalore Team. The Cisco DNA Center escalation Support team provides the highest level of technical support for issues which cannot be resolved through the normal Cisco Support process.
Who you'll work with
As an escalation Engineer you will provide remote expert level technical assistance for Cisco DNA Center to Cisco CX teams, customers, and partners. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when necessary.
Who You Are
You are a software engineer who believes in customer delight problem resolution. You are passionate for technology, learning and support. The ideal candidate must enjoy working in a fast-paced dynamic environment with a can-do attitude and is able to demonstrate flexibility and resiliency. Successful candidate must be self-sufficient and be able to work with minimal supervision. Work with geographically distributed teams across different time zones.
What you'll do
Deliver expert level technical assistance to resolve critical customer hardware and software issues at a product and solution level
Document all actions taken toward resolving customer issues and root cause analysis for internal and external consumption
Report and track software defects
You can handle a wide range of technical support problemsfrom simple application or network configuration fixes to deeply sophisticated solving and problem resolution
Work with minimal direction and exercise discernment within defined procedures to determine appropriate action.
You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
Effectively empower resources outside team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers
You might be needed to develop tool or scripts as part of the initiatives undertaken by the team
Minimum Qualifications:
Bachelor's degree (or above) in engineering/computer science with an overall work experience of 3 years.
Strong understanding of networking and network management domain (knowledge of TCP/IP).
Good understanding and experience of working in UNIX/Linux Operating System environments
Experience of Docker, Kubernetes or other configuration management tools
Experience with relational databases (PostgreSQL) and NoSQL databases (Cassandra and MongoDB)
Good interpersonal and communication skills, excellent team player.
Desired Qualifications
Experience in Messaging Systems as RabbitMQ
Good to have exposure to Python, Ansible, Yaml
Experience with RESTful Webservices, distributed systems, Microservices, Adaptable web design patterns.
Experience in using Wireshark
Why Cisco
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it Well, for starters with people like you!
Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair Don't care. Tattoos Show off your ink. Like polka dots That's cool. Pop culture geek Many of us are. Passion for technology and world changing Be you, with us! #WeAreCisco
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
- 5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
