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About the Role

This role provides advanced technical support and troubleshooting for customers' technical requests, focusing on technologies like Security and Networking. At senior levels, it involves managing complex solutions in highly technical environments, requiring deep cross-product knowledge and systems-level thinking. The position collaborates with various stakeholders to drive resolutions and improve product quality by submitting bugs and defects. It also involves leveraging and enhancing lab environments, digital intellectual capital, and AI capabilities to improve efficiency and proactively address issues. Mentoring peers and team members is also a component of this role.

Responsibilities

Supports premium offers and solution support
Operates independently on case resolution, focusing on complex and diverse cases requiring in-depth evaluation and analysis
Serves as an early adopter of processes and tools, helping to drive TCE specific priorities
Impacts within workgroup, shift, site, region, and product
Applies expert knowledge and experience with global customer issues, trends, and patterns to participate in proactive engagements with Engineering
Advises other TCEs on customer problems
Develops productive relationships with customers and takes ownership for customer success
Submits effective escalations with Engineering teams and advises peers on effective engagement with Engineering teams
May act as a global TAC Sponsor to review and approve formal engineering escalations
Proactively identifies and documents pervasive bugs and systemic issues within the technology domain
Mentors, develops, and coaches others on bug quality, submission review, and regional best practices
Provides escalation support and lab setup expertise
Builds shared and reusable lab setups and provides resolutions for errors and gaps
Interprets technical documentation, functional specs, and RFCs and applies expected product behavior across industry standards
Leverages advanced knowledge of software skills and tools to configure, deploy, and/or troubleshoot Cisco products and solutions
Adopts and encourages adoption of AI and automation tools to improve resolution speed, accuracy, productivity, and quality
Develops and disseminates intellectual capital that supports global reuse across internal teams, Global Delivery Partners, and customers
Actively adopts TAC Tools essential for solving TAC SRs and for TAC Efficiencies
Advocates for the adoption of TAC Tools within their teams
Frequently liaises between team and Technology Owners, Technology Group Leaders, Senior Technical Talent, and TAC Technical Leaders
Acts as a bridge between support and engineering strategy
Guides peers in effective cross-functional engagement
Actively mentors junior TCEs, contributing to their development and strengthening team performance through knowledge sharing and support

Requirements

Expert level (e.g., CCIE) or equivalent relevant certification expected
THIS JOB DESCRIPTION DOES NOT APPLY FOR EMPLOYEES IN GERMANY.

Skills

Technical expertise in Security and Networking
Advanced troubleshooting
Deep, cross-product knowledge
Systems-level thinking
Collaboration with customers, partners, engineering, and internal stakeholders
Bug submission and defect reporting
Lab environment enhancement
Digital intellectual capital development
Leveraging AI capabilities, software, automation, and diagnostic tools
Mentoring peers and team members
Understanding of entire solutions
In-depth evaluation and analysis
Proactive problem prevention
Effective escalation submission
Technical documentation interpretation
Functional specification interpretation
RFC interpretation
Software skills
Configuration of Cisco products and solutions
Deployment of Cisco products and solutions
Troubleshooting of Cisco products and solutions
AI and automation tool adoption
Intellectual capital development (advanced diagnostics, automation workflows, AI-assisted troubleshooting guides)
TAC Tools adoption and advocacy
Cross-functional engagement

Experience Level

Bachelors + 7 years of related experience
Masters + 4 years of related experience
PhD + 1 year of related experience
Equivalent relevant work experience

Education Level

Bachelors degree
Masters degree
PhD degree

About the Company

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.