Tag: TAC

TAC Tales #18: All at once

The case came into the routing protocols queue, even though it was simply a line card crash.  The RP queue in HTTS was the dumping ground for anything that did not fit into one of the few other specialized queues we had.  A...

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TAC Tales #17: Escalations

When you open a TAC case, how exactly does the customer support engineer (CSE) figure out how to solve the case?  After all, CSEs are not super-human.  Just like any engineer, in TAC you have a range of brilliant to...

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Network Engineering Jobs

I’ve been in this industry a while now, and I’ve done a lot of jobs.  Certainly not every job, but a lot.  My first full time network engineering job came in 2000, but I was doing some networking for a few years...

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TAC Tales #14: Stuck in Active

Everyone who’s worked in TAC can tell you their nightmare case–the type of case that, when they see it in the queue, makes them want to run away, take an unexpected lunch break, and hope some other engineer grabs...

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TAC Tales #10: Out to Lunch

When you work at TAC, you are required to be “on-shift” for 4 hours each day.  This doesn’t mean that you work four hours a day, just that you are actively taking cases only four hours per day.  The other four...

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TAC Tales #9: Left Hanging

When I was still a new engineer, a fellow customer support engineer (CSE) asked a favor of me. I’ll call him Andy. “I’m going on PTO, could you cover a case for me? I’ve filed a bug and while I’m...

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TAC Tales #8: The problem with data

My job as a customer support engineer (CSE) at TAC was the most quantified I’ve ever had.  Every aspect of our job performance was tracked and measured.  We live in the era of big data, and while numbers can be helpful,...

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