Customer Delivery Engineering Technical Leader-DC/ACI (HTTS) 1418946
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Location:Ottawa, Ontario, Canada
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Alternate LocationKanata Office
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Area of InterestCustomer Experience
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Compensation Range119500 CAD - 155200 CAD
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Job TypeProfessional
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Technology InterestCloud and Data Center, Networking
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Job Id1418946
- Provide 2nd and 3rd Tier consultation/troubleshooting to debug broad, complex unique network topologies with mixed media protocols to Large Enterprise Cisco customers on for Cisco Data Centre, ACI, UCS etc.
- You will work as part of a collaborative cross-functional team to provide support to customers during critical network issues as well as managing a case load of criticality issues.
- You drive customer satisfaction and strive for total customer success. You identify, document and resolve issues reported by our customers.
- You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.
- Provide systems/product training to customers, and contributing towards building a knowledge base for customer support and internal partners.
- Interacts across other High Touch Technical Services teams and development teams at peer level.
- You lead problem resolution efforts with internal stakeholders including: HTOM, HTE, TAC and product engineering.
- Canadian Citizenship OR Permanent Resident with ability to obtain a Canadian Government Security Clearance.
- Live in Ottawa, Canada or willing to re-locate.
- Problem-solving & troubleshooting methodology.
- Strong communication skills - facilitation / conflict management.
- Ability to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
- A team player focused on customer success.
- BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience
- Data Switching guru - You have strong analytical and troubleshooting skills across Cisco platforms and multi-vendor skillset.
- In-depth knowledge of the following areas: Data Centre Networking and Data Centre Products.
- You are a trusted resource in the areas of Nx-OS, IOS-XR, IOS-XE and its underlying platforms and technologies (Routing & Switching protocols, Datacenter technologies and related capabilities).
- Data Center Layer 2 overlays for example VXLAN, EVPN and Layer 2 security features for example port security, MACsec, ACL, private VLANs, Layer 3 Overlay Protocols.
- Network management protocols for example PTP, NTP, DNS, DHCP.
- Experienced level knowledge in the areas of: IP internetworking, LAN Switching Protocols (MPLS, CEF, Trunking (802.1Q), STP, HSRP, LACP/PAGP), IP Routing protocols (IGRP, OSPF, EIGRP, BGP), QoS, Multicast, MPLS.
- Troubleshooting experience using wireshark, or other protocol analyzer.
- Experience with the following products / solutions is HIGHLY desirable: Cisco Nexus 2000, 3000, 5000, 7000 , 9000, ACI.
- Strong experience supporting client servers (blades and rack systems).
- Previous experience providing high level technical support within a Server/Storage environment and Knowledge of installing controllers, drivers and networking components. Knowledge of fiber channel operation and protocols.
- Expertise on UCS-B,C series and Knowledge of server OS – Windows, Vmware, Linux.
- Troubleshooting experience within Ethernet and/or SAN environment.
- Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
- Bilingual Fluency (Canadian French & English).
- Previous experience with incident management, reactive support, operations or troubleshooting complex technical problems is an advantage.
- Familiar with network programmability, automation, and virtualization.
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.