About this role
Meet the Team:
The CX-Labs team is a dynamic group of lab engineers and problem-solvers delivering top-tier support for global enterprise clients. We maintain robust test beds tailored to client needs, supporting equipment and software setup to accurately recreate, debug, and resolve complex technical issues. Join our innovative environment, which grows with continuous learning, multi-functional collaboration, and a shared passion for service excellence.
Your Impact
As a member of the CX-Labs team, you will drive operational success by providing expert fix for complex technical architectures while maintaining advanced lab environments that facilitate rapid issue resolution. Your role integrates hands-on technical problem-solving with multi-functional collaboration, ensuring product quality through meticulous bug reporting and system-level improvements. By using automation and diagnostic tools, you will enhance service efficiency and chip in to the team’s collective expertise, serving as both a technical authority and a mentor who develops continuous professional growth and service excellence.
- Conduct advanced troubleshooting to resolve customer technical support requests and complex problems across Routing, Switching, Security, and Virtualization architectures.
- Partner with customers, engineering, and internal collaborators to drive issue resolution, improve product quality by submitting bug reports, and streamline operations.
- Build and maintain lab environments and digital intellectual capital, using AI capabilities, automation, and diagnostic tools.
- Mentor peers and team members to drive individual development and foster collective growth.
Minimum Qualifications
- Bachelor's degree with 3+ years of related experience, Master's degree with 3+ years of related experience, or 6 years of related experience overall.
- Associate level certification (e.g., CCNA) or equivalent relevant certification.
- Very good understanding of Layer 1 & Layer 2 Networking fundamentals.
- Hands-on experience installing, connecting, and solve Cisco lab devices and equipment
- Demonstrated experience in Security and Networking, including Routing and Switching (OSPF, BGP) and IP addressing/subnetting and experience with Firewalls & VPNs (NGFW, IPsec/SSL) and Threat Defense (IDS/IPS, Zero Trust).
Preferred Qualifications
- Extensive experience running and maintaining test beds for global enterprise clients.
- Proven track record in rapid environment provisioning and configuration to support urgent technical requests.
- Experience with collaborative queue management, specifically supporting senior engineers in resolving complex customer cases.
- Strong cross-product knowledge and systems-level thinking to manage coordinated solutions in a highly complex technical environment.
- Good communication skills with a track record of collaborating effectively with customers, partners, and engineering teams and previous experience mentoring peers and chipping in to cross-team collaboration and knowledge sharing.
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.