AddressWhat You'll Do
· 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 the voice of the customer back to the development.
team to drive product and customer sat improvements.
· Increase test efficiency and effectiveness through review of customer found issues and application of
appropriate test approach, technology, tools, and innovation.
Who You'll Work With
You will be part of Enterprise Networking Group (ENG) and working as BU Escalation engineer focusing.
on Pioneer award winning Wireless Products. Cisco Wireless is a core component of the Cisco Enterprise network solution and Borderless Networks.
Wireless Escalation team is a global team covering all time zones. Being part of Wireless Escalation Bangalore team, you will interact with local and remote engineering and marketing teams to resolve issues and
collaboratively improve the customer success. You will establish strong working relationships with the TAC.
and the Wireless engineering while working on high visibility escalated issues.
Who You Are
You dedicate 70% of your time to operational responsibilities.
· Review and analyse 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.
Experience & Education:
Bachelor’s degree in CS or ECE plus 6-8 years related experience, or a MS EE/CS combined with 3-4 years of
related experience.
Why Cisco:
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold.
risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And
we do it in style with unique personalities who aren’t afraid to change the way the world works,
lives, plays, and learns.
We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired.
rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and
we are doers.
We Are Cisco.
