Technical Consulting Engineer
About The Position
The Technical Consulting Engineer will support customer success by resolving complex wireless networking challenges. The role owns high-level escalations and applies technical troubleshooting and root cause analysis to restore and optimize network performance. The engineer collaborates with engineering and product teams to help drive product improvements and provide customer support, contributing to reduced network downtime and effective use of advanced wireless technologies and security standards. The position is part of Cisco’s global Wireless Technical Assistance Center (TAC), which provides continuous 24x7 support through a follow-the-sun model. The team troubleshoots wireless products and technologies, handles escalations, advises on wireless network design and deployment, and helps optimize performance.
Requirements
- At least 5 years of experience in technical troubleshooting and customer support for enterprise-level network environments.
- Active CCNP-level certification.
- Demonstrated proficiency in 802.11 standards, including Wi-Fi 6/6E/7, and wireless security frameworks, including WPA2/WPA3, 802.1X, and RADIUS/AAA.
- Ability to perform root cause analysis, manage technical escalations, and create clear technical documentation.
- Advanced expertise configuring, deploying, and troubleshooting Cisco Catalyst 9800 Wireless LAN Controllers and Access Points.
Nice To Haves
- Basic understanding of IPv4 routing, static and dynamic routing protocols (OSPF, EIGRP, and BGP), routing tables, and inter-VLAN routing.
- Understanding of Layer 2 switching, VLANs, trunking, Spanning Tree Protocol (STP), EtherChannel, and Layer 3 switching.
- Basic understanding of Cisco Unified Communications, IP telephony, voice VLANs, QoS, and how VoIP traffic is handled across an enterprise network.
- Basic understanding of Cisco Identity Services Engine (ISE), including 802.1X authentication, RADIUS, TACACS+, authentication policies, and network access control.
- Applied experience in RF engineering principles and wireless network design optimization.
- Track record of successful cross-functional collaboration with engineering and product development teams.
- Experience working in a global, high-volume Technical Assistance Center (TAC) environment.
- Vendor-agnostic wireless certifications such as CWNA, CWNP, or CWNE.
Responsibilities
- Resolve complex wireless networking challenges for customers.
- Own and manage high-level technical escalations.
- Perform technical troubleshooting and root cause analysis to restore and optimize network performance.
- Collaborate with engineering and product teams to help drive product improvements.
- Provide customer support and guidance on wireless network design, deployment, and performance optimization.
- Help minimize network downtime and support the effective use of wireless technologies and security standards.
Benefits
- Medical, dental, and vision insurance.
- 401(k) plan with a Cisco matching contribution.
- Paid parental leave.
- Short- and long-term disability coverage.
- Basic life insurance.
- Cisco restricted stock unit grants may be available, subject to eligibility and continued employment requirements.
- Paid holidays and a floating holiday for non-exempt employees.
- Paid birthday day off, year-end holiday shutdown, and personal wellness days.
- Paid vacation or flexible vacation time off, depending on employee classification.
- Paid sick time, with unused sick time carryover subject to policy.
- Additional paid time away may be requested for critical or emergency family issues.
- Optional paid volunteer days.
- Annual bonuses for non-sales roles, subject to Cisco policies.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
