The Technical Customer Support role delivers Expert Care services, including those in the Success Tracks Signature offering, typically dedicated to one or two customers either remotely or onsite, while providing reactive support and building strong relationships with customers' operational teams such as Service Operations or Network Support. This position is responsible for network-level problem management, including troubleshooting and diagnosis, and provides knowledge transfer (KT) to enhance the customer's technical skills and processes. The role delivers detailed Root Cause Analysis to both Signature and Expert Care customers, offers detailed Software Referral to Expert Care customers, and applies AI solutions to enhance diagnostics and customer support. In addition, the role focuses on innovation and continuous improvement by delivering reactive trend analysis to proactively detect and manage chronic or recurring network problems, and leads the technical section of service reviews to build trust, articulate value, and provide expert insights.
Engagement Context
- Dedicated High Touch Support Leader embedded with a leading Service Provider in Australia — one of Cisco's strategic SP customers.
- Sydney-based with on-site presence at the customer's campus and a hybrid working arrangement as required by the account.
- Aligned to the customer's carrier-grade, 24/7 network environment, working alongside their network operations and engineering teams.
- Operates within Australian telco regulatory and critical-infrastructure obligations (e.g., SOCI Act, TSSR), with security and change-control discipline expected throughout.
Role Purpose
- Act as the primary, dedicated High Touch Support Leader point of contact for the customer, owning the post-delivery (Day-2) network experience rather than working generic case queues.
- Serve as"Cisco's support fac" to the customer — deeply understanding their operation, and business impact, and driving TAC and BU/engineering resources toward fast, correct resolution.
- Translate technical status into business-impact language for customer stakeholders, and channel the customer's needs into Cisco engineering.
Key Responsibilities — Incident, Escalation, Proactive& Day-2 Advisory
- Oversight and drive network-level problem resolution for complex and critical issues across the customer's Cisco SP infrastructure (core/edge routing, transport, mobile backhaul, peering, and adjacent domains).
- Engage TAC on the customer's behalf: Drive Service Requests (SRs), provide detailed environment context, coordinate multi-domain troubleshooting, and ensure timely customer and account team updates through to resolution.
- Join and lead/co-lead customer bridge calls during major incidents, owning the troubleshooting flow under pressure in a carrier-grade, time-critical environment.
- Oversight root-cause analysis and produce technical reports with RCA, corrective actions, and tailored preventive recommendations.
- Provide Day-2 technical support and advisory for the customer, which may inc. review network health and trends, identify systemic risks, and propose improvement and resiliency plans
- Feed proactive findings into quarterly/periodic business reviews.
Typical Scope& Interaction
- Work directly and often embedded with the customer's operations and architecture teams.
- Collaborate closely with the Expert Care Team, Customer Success, the Account Team, and TAC engineers worldwide to ensure a consistent experience and faster time to resolution.
- Share knowledge with the customer's ops team through informal coaching and structured sessions, and contribute to internal knowledge (runbooks, best-practice docs, known-issue libraries).
Required Skills& Experience — Technical (SP)
- Technical knowledge of the SP technical - MPLS (L2VPN/L3VPN, TE), Segment Routing (SR-MPLS / SRv6), and IGP/BGP at carrier scale.
- Knowledge of Cisco IOS XR platforms: ASR 9000, NCS 540/5500/5700, and 8000 Series.
- Business understanding of assurance and automation tooling (CrossWorks Network Controller, Provider Connectivity Assurance) and model-driven telemetry (gNMI, YANG).
- Data centre awareness (VXLAN/EVPN, ACI/NX-OS) and DC-to-WAN interconnect as an added advantage.
Required Skills& Experience — General
- Several years in SP/telco or mission-critical network engineering, TAC, or Day-2 support environments dealing with large-scale carrier networks.
- Highly desirable Cisco certification - such as CCNP SP or equivalent typically required;
- ITIL certification.
- Around 8+ years in networking/telecom or IT, with strong experience in service delivery and leading large projects or programs.
Technical Leadership
- Provide mentorship and escalation support to Expert Care team members supporting the account.
- Set and uphold quality standards for incident handling, RCA, and proactive deliverables.
- Influence Cisco BU/engineering on customer-impacting defects and product improvement priorities.
Soft Skills& Behavioural Expectations
- Excellent communication and interpersonal skills; able to present and discuss technical topics with both engineers and customer management.
- High customer orientation: understands the business impact of carrier outages, prioritizes accordingly, and manages expectations transparently.
- Proven ability to work under pressure in critical situations, handle multiple issues in parallel, and maintain a structured, methodical troubleshooting approach
Minimum Qualifications:
Bachelors + 8 years of related experience, or
Masters + 6 years of related experience, or
PhD + 3 years of related experience, or
equivalent relevant work experience
Expert level (e.g., CCIE, ITIL) or equivalent relevant certification expected. Industry trend certifications
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.
