Overview
The Technical Customer Support role delivers Expert Care services including those in the Success Tracks Signature offering, typically dedicated to one or two customers either remotely or onsite. The role provides reactive support and builds strong relationships with customers' operational teams such as Service Operations or Network Support.
Role Purpose
Act as the primary, dedicated High Touch Support Leader point of contact for the customer, owning the post‐delivery (Day‐2) network experience rather than working generic case queues. Serve as Cisco's support face to the customer, deeply understanding their operation, business impact, and driving TAC and BU/engineering resources toward fast, correct resolution.
Key Responsibilities
* Oversight of incident, escalation, proactive & Day‐2 advisory, and drive network‐level problem resolution for complex and critical issues across the customer's Cisco SP infrastructure (core/edge routing, transport, mobile backhaul, peering, and adjacent domains).
* Engage TAC on the customer's behalf: drive service requests, provide detailed environment context, coordinate multi‐domain troubleshooting, and ensure timely customer and account team updates through to resolution.
* Join and lead/co‐lead customer bridge calls during major incidents, owning the troubleshooting flow under pressure in a carrier‐grade, time‐critical environment.
* Conduct root‐cause analysis and produce technical reports with RCA, corrective actions, and tailored preventive recommendations.
* Provide Day‐2 technical support and advisory, review network health and trends, identify systemic risks, and propose improvement and resiliency plans. Feed proactive findings into quarterly/periodic business reviews.
Typical Scope & Interaction
Work directly and often embedded with the customer's operations and architecture teams. Collaborate closely with the Expert Care Team, Customer Success, the Account Team, and TAC engineers worldwide to ensure a consistent experience and faster time to resolution.
Share knowledge with the customer's ops team through informal coaching and structured sessions, and contribute to internal knowledge (runbooks, best‐practice docs, known‐issue libraries).
Required Skills & Experience – Technical
* Technical (SP) knowledge of MPLS (L2VPN/L3VPN, TE), Segment Routing (SR‐MPLS / SRv6), and IGP/BGP at carrier scale.
* Knowledge of Cisco IOS XR platforms: ASR9000, NCS540/5500/5700, and8000Series.
* Business understanding of assurance and automation tooling (CrossWorks Network Controller, Provider Connectivity Assurance) and model‐driven telemetry (gNMI, YANG).
* Data centre awareness (VXLAN/EVPN, ACI/NX‐OS) and DC‐to‐WAN interconnect as an added advantage.
Required Skills & Experience – General
* Several years in SP/telco or mission‐critical network engineering, TAC, or Day‐2 support environments dealing with large‐scale carrier networks.
* Highly desirable Cisco certification such as CCNPSP or equivalent; ITIL certification.
* Around8+ years in networking/telecom or IT, with strong experience in service delivery and leading large projects or programs.
Technical Leadership
* Provide mentorship and escalation support to Expert Care team members supporting the account.
* Set and uphold quality standards for incident handling, RCA, and proactive deliverables.
* Influence Cisco BU/engineering on customer‐impacting defects and product improvement priorities.
Soft Skills & Behavioural Expectations
* Excellent communication and interpersonal skills; able to present and discuss technical topics with both engineers and customer management.
* High customer orientation: understands the business impact of carrier outages, prioritises accordingly, and manages expectations transparently.
* Proven ability to work under pressure in critical situations, handle multiple issues in parallel, and maintain a structured, methodical troubleshooting approach.
Minimum Qualifications
Bachelors +8years of related experience, or Masters +6years, or PhD +3years, or equivalent relevant work experience. Expert level (e.g., CCIE, ITIL) or equivalent relevant certification expected.
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