CX High Touch Engineer

Job Description

The Business Entity

Cisco seeks a High Touch Engineer (HTE) whose role is providing in-depth R&S and DC expertise to SP and ENT customers.

The Team

It is a technical guide in a broad area covering multiple technologies. Applies encouraged product behavior across industry practices and knows how technology is encouraged to work.

Fosters strong working partnerships with members of the Cisco Services Delivery team, key customer partner, Cisco Account/Sales team, internal engineering departments, and the broader services organization to achieve significant results.

Works on problems of diverse scope where analysis requires evaluation of identifiable factors. Acts as the primary technical support person for large account network problem resolution. Provides support on a worldwide basis.

Role & Responsibilities

• Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with the customer.
• Earns the confidence of customers and is able to use the confidence to achieve results. Collaborates with Engineering on complex product and software issues, driving resolution of specific bugs.
• R&S, DC, SP technologies.
• Provides systems/product training. Provides mentorship & leadership to less experienced engineers.
• Solves extremely complex problems where analysis requires an in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.
• Lead technical weekly case reviews with your region's client support and engineering teams. Lead case resolution with an emphasis on high severity by coordinating the right technical resources.
• Provide technical/operational mentorship to regular reviews on activities and work provided, as well as observed technical symptom trends, remediation, and other related topics.
• Periodical customer visits.

Minimum Qualifications

• Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
• 10 years' experience in networking/ telecommunications industry.
• CCIE R&S or SP
• At least 5 years' experience fixing Routing/Switching and DC across Cisco platforms.
• Excellent Executive presentation, communication / interpersonal engagement skills.
• Strong analytical and troubleshooting skills
• Confirmed crisis management skills, and the ability to excel under pressure.
• English language skills.

Highly Desired Skills

• Excellent written and verbal communication.
• Demonstrated excellence in customer-interaction, assertive leadership.
• Ability to function effectively in ambiguous circumstances. Key involvement in CA and cross-functional teams to resolve major customer issues. Leads team teamwork extending beyond the workgroup.
• Strong routing & switching and DC solution knowledge, as this position will primarily focus on supporting Cisco's routing & switching & DC products.
• Strong documentation skills - to be utilized for case management, knowledge, defect management, and training.
• Very strong problem-solving skills.
• Ability to drive recreates remotely-- Many issues result in the engineer needing to perform a recreation of the customer problem in order to isolate the issue and resolve.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.