This role provides assistance to customers' technical support requests by applying technical expertise to conduct advanced troubleshooting and resolve issues, handling technical problems within specific technologies and architectures such as Security and Networking across a broad range of problem complexity. At senior levels, the position manages increasingly complex and integrated solutions, operating in a highly complex technical environment that often requires deep, cross-product knowledge and systems-level thinking. The role involves collaboration with customers, partners, engineering, and internal stakeholders to drive resolution and continuous improvement, and contributes to product quality by submitting bugs, defects, and quality escalations to Engineering. Additionally, the position utilizes and enhances lab environments and digital intellectual capital to deepen expertise, support troubleshooting, and scale solutions across the team, while leveraging TAC AI capabilities, software, automation, and diagnostic tools to support quality and efficiency, and proactively identify and address issues. The role may also include mentoring peers and team members for individual and team development.
What You’ll Do:
•Supports premium offers and solution support
•Is a technical expert in more than one area and has clear understanding of entire solutions
•Operates independently on case resolution focusing on complex and diverse cases requiring in-depth evaluation & analysis and thinking beyond the fix to prevent future problems
•Serves an as early adopter of processes/tools and helps drive TCE specific priorities
•Impacts within workgroup, shift, site, region as well as product
•Applies expert knowledge and experience with global customer issues, trends and patterns, and the customer experience to participate in proactive engagements with Engineering
•Advises other TCEs on customer problems
•Develops and helps team develop productive relationships with customers and takes ownership for customer success
•Submits effective escalations with Engineering teams and advises peers on effective engagement with the Engineering teams
•May act as a global TAC Sponsor to review and approve formal engineering escalations (e.g., BEMS, Jira submissions)
•Proactively identifies and documents pervasive bugs and systemic issues within the technology domain
•Mentors, develops and coaches others on bug quality, submission review, and other 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 and accuracy, productivity, and quality
•Develops and disseminates intellectual capital (e.g., advanced diagnostics, automation workflows, and AI-assisted troubleshooting guides) that supports global reuse across internal teams, Global Delivery Partners, and customers
•Actively adopts TAC Tools essential for solving TAC SRs as well as for TAC Efficiencies (e.g. docs, training, processes) and advocates their adoption 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 and actively mentors junior TCEs, contributing to their development and strengthening team performance through knowledge sharing and support
Minimum Qualifications:
Bachelors + 7 years of related experience, or
Masters + 4 years of related experience, or
PhD + 1 year of related experience, or equivalent relevant work experience
Expert level (e.g., CCIE) or equivalent relevant certification expected

Why Cisco? 

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. 

Disclaimer

To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will:

• be in direct response to an application you have submitted through the company career site
• begin with screening or an interview
• originate from a Cisco email address, and
• be conducted across email, phone, or WebEx

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If you are the target of a recruiting scam, consider filing a report with your local law enforcement authorities. Cisco bears no responsibility, and cannot be held liable, for any claims, damages, expenses, or other inconvenience resulting from or in any way connected to recruiting scams.