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About the Role
Join our dedicated Customer Network Support (CNS) team supporting mission-critical enterprise and public sector customers with strict UK Data Sovereignty mandates. You will act as the primary interface for customers with UK Data Sovereignty concerns into global Cisco support services, analyzing and de-sensitizing critical customer network data to safely route complex issues and convey remediation plans. AI adoption and enablement are central to this role, leveraging AI-assisted tools for incident triage, data sanitization, and root-cause analysis. As a senior member, you will also provide support and mentoring to fellow engineers, ensuring consistency, quality, and Continual Service Improvement.
Responsibilities
- Serve as the primary point of contact for network incidents, prioritizing based on severity and business impact.
- Manage all technical cases to resolution, driving proactive communication and prompt restoration of service.
- Provide comprehensive incident management services for all high-severity support tickets raised by customers, ensuring appropriate technical escalation.
- Facilitate seamless communication and technical collaboration between customers and Cisco TAC for unresolved network incidents.
- Recreate and troubleshoot complex issues in lab environments to validate and test solutions.
- Prepare, manage, and de-sensitize critical customer data using automated and AI-assisted workflows to enable secure information transfer to global Cisco Support teams.
- Act as a technical coordinator during critical escalations, producing comprehensive incident reports, root-cause analyses, and stakeholder updates.
- Configure, diagnose, and troubleshoot technical issues logged by CNS customers across multi-vendor and Cisco enterprise environments.
- Issue and review Field Notices, Security Advisories (PSIRTs), End-of-Life/End-of-Sale (EOx) milestones, and software defects with customers.
- Collaborate with customers and third parties to mitigate vulnerabilities and strengthen network posture.
- Support monthly Customer Service Review meetings, presenting key performance findings and actionable service improvement recommendations.
- Identify and champion opportunities for Continual Service Improvement (CSI) across all operational workflows and service touchpoints.
- Provide dedicated support and mentoring to team members, driving high standards of technical excellence, process consistency, and AI tool adoption.
Requirements
- Bachelor's Degree in Computer Science, Electrical/Computer Engineering, Information Technology, or equivalent relevant technical experience (6+ years in network engineering, technical support, or incident management operations).
- 5+ years of hands-on experience diagnosing, configuring, and troubleshooting enterprise networking technologies (Routing, Switching, Security, Cisco IOS-XE/NX-OS).
- Demonstrated practical experience applying AI tools, Large Language Models (LLMs), or machine learning utilities to technical workflows (such as log analysis, data sanitisation, script generation, or incident triage).
- Demonstrated experience with data handling protocols, customer data sanitisation/de-sensitisation techniques, and compliance within regulated or sovereign data frameworks.
- Proven experience managing high-severity network incident lifecycles, lab recreations, and technical escalations in complex enterprise environments.
- Cisco Professional or Expert Certifications (e.g., CCNP Enterprise / Security / Service Provider or CCIE written/lab).
- Active UK Security Clearance (SC/DV) or eligibility and willingness to undergo the UK national security vetting process.
- Experience building or customising AI prompts, automated data pipelines, or scripting (Python, Bash, APIs) for network operations, log scrubbing, and lab automation.
- Excellent executive communication, presentation, and technical writing skills with experience leading customer service review meetings.
- Proven track record of mentoring technical team members and embedding Continual Service Improvement (CSI) or ITIL best practices into service delivery.
- Note: This role will involve working for public sector clients hence you may need to undergo an extensive background check process or security clearance process.
Skills
- Network Engineering
- Technical Support
- Incident Management
- AI Tools
- Large Language Models (LLMs)
- Machine Learning
- Log Analysis
- Data Sanitisation
- Script Generation
- Incident Triage
- Data Handling Protocols
- Customer Data Sanitisation/De-sensitisation
- Regulated Data Frameworks
- Sovereign Data Frameworks
- High-Severity Network Incident Lifecycles
- Lab Recreations
- Technical Escalations
- Enterprise Networking Technologies
- Routing
- Switching
- Security
- Cisco IOS-XE/NX-OS
- AI-assisted tools
- Intelligent data sanitisation utilities
- Modern analytics
- Python
- Bash
- APIs
- Executive Communication
- Presentation Skills
- Technical Writing
- Customer Service Review Meetings
- Mentoring
- Continual Service Improvement (CSI)
- ITIL Best Practices
Location
- UK
Work Type
- Full-time
Experience Level
- Senior
- 6+ years in network engineering, technical support, or incident management operations
- 5+ years of hands-on experience diagnosing, configuring, and troubleshooting enterprise networking technologies
Education Level
- Bachelor's Degree in Computer Science, Electrical/Computer Engineering, Information Technology, or equivalent relevant technical experience
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.