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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and resolving complex technical issues in Security and Networking environments, while effectively collaborating with customers and internal teams to enhance service quality and efficiency. Proficient in utilizing automation tools and developing reusable intellectual capital to support customer success.
Highest-signal resume keywords
Expert Level Certification (CCIE)Troubleshooting Cisco ProductsTechnical Support ManagementAutomation Tools UtilizationCustomer Relationship Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Advanced TroubleshootingIssue ResolutionComplex Problem ManagementTechnical Documentation InterpretationConfiguration and DeploymentQuality Escalation SubmissionBug Identification and DocumentationLab Setup ExpertiseAI-Assisted TroubleshootingAutomation Workflow Development
Soft Skills
MentoringCollaborationCustomer Success OwnershipProactive Problem IdentificationEffective Communication
Tools & Technologies
TAC AI CapabilitiesDiagnostic ToolsJiraBEMSDigital Intellectual Capital
Certifications & Qualifications
CCIEBachelor's DegreeMaster's DegreePhD
Industry Keywords
SecurityNetworkingTechnical SupportEngineering EngagementIntegrated Solutions
About the role
Key responsibilities & impact- Provide assistance with customers' technical support requests through advanced troubleshooting and issue resolution
- Handle technical problems involving Security and Networking across varying complexity
- Manage complex and integrated solutions in highly complex technical environments
- Collaborate with customers, partners, Engineering, and internal stakeholders to drive resolution and continuous improvement
- Submit bugs, defects, and quality escalations to Engineering
- Utilize and enhance lab environments and digital intellectual capital
- Leverage TAC AI capabilities, software, automation, and diagnostic tools
- Support quality and efficiency and proactively identify and address issues
- Mentor peers and team members
- Support premium offers and solution support
- Operate independently on complex and diverse cases, focusing on preventing future problems
- Participate in proactive Engineering engagements based on global customer issues, trends, patterns, and customer experience
- Advise other TCEs on customer problems and Engineering engagement
- Develop productive customer relationships and take ownership of customer success
- Submit and review formal Engineering escalations, including BEMS and Jira submissions
- Identify and document pervasive bugs and systemic issues
- Provide escalation support and lab setup expertise; build shared and reusable lab setups
- Interpret technical documentation, functional specifications, and RFCs
- Configure, deploy, and troubleshoot Cisco products and solutions
- Adopt and encourage AI and automation tools
- Develop and disseminate reusable intellectual capital, including diagnostics, automation workflows, and AI-assisted troubleshooting guides
- Liaise between teams and Technology Owners, Technology Group Leaders, Senior Technical Talent, and TAC Technical Leaders
- Bridge support and Engineering strategy
- Guide peers and mentor junior TCEs
Requirements
What you’ll need- Bachelor's degree plus 7 years of related experience, or Master's degree plus 4 years of related experience, or PhD plus 1 year of related experience, or equivalent relevant work experience
- Expert level (e.g., CCIE) or equivalent relevant certification expected