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This Technical Consulting Engineer position offers hybrid working but you must be based in Portugal. No travel is required but it is preferable for the Lisbon office to be in reach, but not essential.

Cisco CX Centers team is a multifaceted and growing organization of customer support engineers or consulting engineers who support or deliver services to Cisco customers.

You will work with other stakeholders in Cisco - your fellow technical consulting engineers, technical leaders, business units, high touch operations managers, field escalation managers.

What will you do

• Drives problem resolution for complex issues experienced in customer environments.

• Diagnoses, troubleshoots and resolves incidents related to Cisco products, services or solutions.

• Provides answers for products, services or solutions questions.

• Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.

• Assists in documenting and resolving technical problems found in products and solutions.

• Engages and drives appropriate resources for escalations, handling effectively escalation and guiding other team members on successful escalations with Engineering teams.

• Maintains accurate documentation in incident and knowledge management systems

• Ensures case management guidelines are followed

• Effectively communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requests

Who will you work with

The Business Entity CX Support Services is a team of extraordinary technical specialists whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through great financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Team:

In this team of technical specialists, you will continuously learn about the ground breaking products from Cisco and partners in the Data Center world.

Who you are

You are an accomplished engineer with experience of problem resolution who enjoys a fast paced environment at the cutting edge of technology.

Our Minimum Requirements For This Role

• Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 5-8 years related experience.

• Has working knowledge of software programmability, automation, orchestration and/or virtualization.

• Expert within one or more of the following areas: Data Center Services Support, Data Center Switching Support, Networking Orchestration, Routing & Switching

• Proficiency in English

We'll be very impressed if you also have:

• Expert level (e.g. CCIE) or equivalent relevant certification desired.

• Cisco certification is a plus, but not required. Other vendor's qualifications and experience are welcome.

• Experience in Python or other programming languages is helpful.

• Experience in Linux would be a plus.

• Prior customer support experience is beneficial but not mandatory.

• Excellent written and verbal communication, interpersonal and presentation skills. Ability to function effectively in ambiguous circumstances. Shares information and communicates clearly with worldwide team members to improve team effectiveness.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

#CXCHiring

#LI-SF1

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.