Technical Consulting Engineer

About the Role

This role provides assistance to customers' technical support requests by applying technical expertise to conduct advanced troubleshooting and resolve issues, handling technical problems within specific technologies and architectures such as Security and Networking across a broad range of problem complexity. At senior levels, the position manages increasingly complex and integrated solutions, operating in a highly complex technical environment that often requires deep, cross-product knowledge and systems-level thinking.

Key Responsibilities

• Supports premium offers and solution support.
• Is a technical expert in more than one area and has a clear understanding of entire solutions.
• Operates independently on case resolution, focusing on complex and diverse cases requiring in-depth evaluation and analysis, and thinking beyond the fix to prevent future problems.
• Serves as an early adopter of processes/tools and helps drive TCE specific priorities.
• Impacts workgroup, shift, site, region, as well as product.
• Applies expert knowledge and experience with global customer issues, trends and patterns, and the customer experience to participate in proactive engagements with Engineering.
• Advises other TCEs on customer problems.
• Develops and helps the team develop productive relationships with customers and takes ownership for customer success.
• Submits effective escalations with Engineering teams and advises peers on effective engagement with the Engineering teams.
• May act as a global TAC Sponsor to review and approve formal engineering escalations (e.g., BEMS, Jira submissions).
• Proactively identifies and documents pervasive bugs and systemic issues within the technology domain.
• Mentors, develops, and coaches others on bug quality, submission review, and other regional best practices.
• Provides escalation support and lab setup expertise. Builds shared and reusable lab setups and provides resolutions for errors and gaps.
• Interprets technical documentation, functional specs, and RFCs and applies expected product behavior across industry standards.
• Leverages advanced knowledge of software skills and tools to configure, deploy, and/or troubleshoot Cisco products and solutions.
• Adopts and encourages adoption of AI and automation tools to improve resolution speed and accuracy, productivity, and quality.
• Develops and disseminates intellectual capital (e.g., advanced diagnostics, automation workflows, and AI-assisted troubleshooting guides) that supports global reuse across internal teams, Global Delivery Partners, and customers.
• Actively adopts TAC Tools essential for solving TAC SRs as well as for TAC Efficiencies (e.g., docs, training, processes) and advocates their adoption within their teams.
• Frequently liaises between the team and Technology Owners, Technology Group Leaders, Senior Technical Talent, and TAC Technical Leaders.
• Acts as a bridge between support and engineering strategy.
• Guides peers in effective cross-functional engagement and actively mentors junior TCEs, contributing to their development and strengthening team performance through knowledge sharing and support.
• Contributes to product quality by submitting bugs, defects, and quality escalations to Engineering.
• Utilizes and enhances lab environments and digital intellectual capital to deepen expertise, support troubleshooting, and scale solutions across the team.
• Leverages TAC AI capabilities, software, automation, and diagnostic tools to support quality and efficiency, and proactively identify and address issues.
• May include mentoring peers and team members for individual and team development.

Requirements & Tech Stack

• Security
• Networking
• Software skills
• Cisco products
• AI
• Automation tools
• TAC Tools
• TAC AI capabilities
• Expert level (e.g., CCIE) or equivalent relevant certification

Qualifications

• Bachelors + 7 years of related experience, OR Masters + 4 years of related experience, OR PhD + 1 year of related experience, OR equivalent relevant work experience.