Consulting Engineer

Job description

Meet the Team  CX Expert Care is a team of elite technical experts whose #1 focus is to help customers operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. The team is a group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is the motto of the team. Your Impact  As a Consulting Engineer (CE) within Cisco Customer Experience (CX), you are a critical customer-facing technical leader responsible for driving customers’ business outcomes and increasing their loyalty and satisfaction through the value of Cisco’s technical services. Working with designated high-demand customers, you will ensure they receive premium-level technical support across every phase of the Data Center technology lifecycle. As the liaison between the customer and Cisco’s support organization, you will track everyone and everything that touches Cisco technical services—assessing the criticality of situations, resolving optimal path to resolution, and communicating directly with customers and partners during high-severity issues. You will review data and analyze trends to identify problems holistically and strengthen customer networks with proactive, analytics-driven solutions. With significant exposure both internally and externally, and collaborating across cross-functional teams to achieve key performance indicators, you will have a genuine opportunity to make a difference in the customer experience. • Act as the technical focal point for complex Data Center network problem resolution, solve and resolving customer issues end-to-end across Cisco’s Data Center portfolio—including Nexus switching, ACI fabrics, UCS compute, and storage networking—spanning Layer 2/3 network fabric, overlays, virtualization, and compute/storage integration. • Deliver thorough Root Cause Analysis (RCA) at both the infrastructure and application-interconnect levels, producing detailed technical documentation with root-cause findings, remediation steps, and proactive prevention recommendations, and provide software partner concern referrals for Cisco Data Center platforms (NX-OS, UCS firmware, ACI image bundles) to address critical or recurring problems. • Continuously monitor and analyze operational trends in the customer’s Data Center environment, collaborating with the High Touch Operations Manager (HTOM) to deliver quarterly technical reviews of findings, metrics, and strategic action plans, and expedite resolution during critical partner concerns by leveraging deep knowledge of the customer’s architecture, operations model, and change-control practices. • Partner with the Account Team, Cisco TAC, Product Business Unit, and HTOM to coordinate resolution strategies and enhance the quality of services delivered, serving as Lead Engineer across HTTS and TAC teams to drive persistent or recurring issues to full resolution. • Build and maintain strong customer relationships that drive high satisfaction and retention, provide remote or onsite deployment support for Data Center rollouts, migrations, and fabric expansions—including occasional travel for high-impact engagements—and give to Cisco’s intellectual capital through reusable tools, scripts, and best-practice documentation. Minimum Qualifications: • Typically requires a BS in a technical field (CS/EE preferred) plus 10+ years of related experience, or an MS in a technical field (CS/EE preferred). • Hands-on experience with core Cisco Data Center technologies, including Nexus switches (9K/7K/5K), ACI (Application Centric Infrastructure), and UCS (Unified Computing System). • Experience with Data Center fabric architectures and overlay/underlay technologies such as VxLAN, EVPN, FabricPath, OTV, LISP, and Data Center Interconnect (DCI). • Strong working knowledge of TCP/IP, BGP, OSPF, Multicast, STP, HSRP, VRRP, and QoS, including packet-level troubleshooting using tools such as Wireshark. • Experience with SAN and storage networking (FC/FCoE), virtualization technologies (VMware, Hyper-V, KVM), and Data Center troubleshooting tools such as Nexus Dashboard and UCS Manager/IMC. Preferred Qualifications: • Cisco certifications such as CCNP or CCIE Data Center. • Excellent verbal and written communication skills, including executive-level presentation skills to convey complex solutions to non-technical audiences and help drive business growth and outcomes. • Self-driven, with strong problem-solving and probing skills and a proven ability to work autonomously to resolve complex technical issues in Data Center networks. • Understanding of Data Center security, segmentation, and zero-trust architecture. • Exposure to network management systems (NMS), telemetry, and monitoring tools, with experience following agile methodology for fast solution delivery, testing, and value realization. #WeAreCisco #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.  Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.  We understand