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Customer Support Engineer

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Business Overview

Cisco Services - We know that the network aligns better when services, together with products, create solutions that align to needs and opportunities. Customer Advocacy employs a collaborative methodology that joins the forces of Cisco with our skilled network of partners and customers. This ensures we deliver the best team results that intelligently enable networks, applications, and the people who use them.

Our OpportunityTitle: Customer Support Engineer
Location: Mexico City, and Rio de Janeiro, Brazil
Program Start Date: any time between Jan and July 2008
Eligibility Requirement: You must be able to live and work in Brazil or Mexico without being sponsored for a work visa.
Languages: English, Spanish and/or Portuguese

Summary of Role

The Customer Support Engineer position is part of Cisco’s Technical Assistance Centre (TAC), which is the focal point for resolution of customer technical issues. With over 1000 skilled engineers, of which 450+ are CCIE certified, TAC engineers are required to work on complex networking problems which require strong analytical, problem solving, engineering and communication skills. This is a fast-paced environment where you will directly contribute to the success of Cisco’s customers in deploying and utilizing the latest cutting-edge networking technologies.

As a Customer Support Engineer your main responsibility will be to provide technical support for Cisco’s products to customers and partners via the telephone and/or through e-mail. You will be based in our TAC Centre in Mexico City, or Rio de Janeiro, Brazil. You will work with Cisco customers, Cisco Partners and other Cisco team members as part of your working day as a Customer Support Engineer.

You will become the Cisco expert that customers demand.

Primary Responsibilities

• Receiving and resolving complex issues and meeting customer needs
• Working with other people to solve problems and enhance future products
• Using debugging tools and lab simulations to analyze problems and identify solutions
• Keeping up-to-date with new technology products in order to provide support when they are launched into the market.

Professional Competencies

• Ability to learn fast and on your own
• Strong troubleshooting skills
• Ability to work with the team
• 'Why does it work this way?' attitude
• Good communication skills
• Ability to succeed in a highly unstructured environment
• Problem solving
• Resilience
• Self motivation
• Achievement oriented
• Technically aware
• Ability to make decisions

Technical Experience

• Good technical foundation in the area of networking (TCP/IP, routing protocols, switching)
• CCNA or CCNP preferred, but not mandatory

Education & Other Requirements

• Engineering, electrical engineering or computer science degree [Bachelor or Master]
• Excellent communication skills, with fluent English and Spanish or Portuguese.

Program Training

• Length - 1 month training program, followed by 5 months on-the-job training with mentor
• Location - Mexico City or Rio de Janeiro, Brazil

You will benefit from NPI training, and online “bootcamps” based upon the technology that you will ultimately be using. You will be introduced to the TAC process, our Global Consistency Initiative, our 5 x 3 x 1 rules, and Kepner & Tregoe methodology.

After the first month, you will start taking real cases, but which have low complexity. You will be constantly supervised and assisted over the next five months, as your cases increase in complexity.

After six months you will be a fully trained Customer Support Engineer, ready for work without supervision.