High Touch Engineer (HTE)

MEET THE TEAM

We are seeking a Wireless & SDWAN skilled High Touch Engineer (HTE) to join our Customer Experience team to support a major US based service provider. Be a part of Cisco's CX (Customer Experience) Organization, working closely with internal Cisco peers, (HTOMs, NCEs, SDMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.

YOUR IMPACT

You will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain and Account Team.

This is an excellent opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Key responsibilities include :

You will provide technical support for some of the common Cisco platforms such as ASR1K and C9800 product lines in customer's production network.

Provide technical wireless expertise and escalation support in documenting and resolving technical problems found in products and solutions.

Providing consultation to independently debug product problems and systems / product training (internally and customer).

You will be accountable for the overall customer experience with critical high visibility issues and act as a focal point for large account network problem resolution.

In this role you will engage with the technical consulting engineers, partnering with them to provide timely resolution to SEV 1 and SEV 2 cases and document RCAs.

MINIMUM QUALIFICATIONS :

BS in a technical field (CS / EE) with 5 years of related experience in Cisco Wireless / SDWAN offering and feature sets.

Strong knowledge of telecommunication systems, network environments, IP routing and switching and WAN technologies.

Understanding of Cisco WLC and AP implementation, platform-level expertise, and Cloud integration skills required.

You possess an in-depth knowledge of Routing / Switching related technologies, especially IOS-XE based Cisco platforms along with understanding of RADSEC and gRPC concepts, implementation, and troubleshooting.

Proven experience to analyze, use and configure medium and large enterprise / SP networks.

Experience in root cause analysis, documentation and delivering customer solutions.

PREFERRED QUALIFICATIONS :

Ability to work independently, with minimal instruction on routine work and general instruction on new assignments.

Prior experience giving onsite or remote technical support.

Python Scripting, API, Automation & Programming skills will be an asset.

CCIE

WE ARE CISCO

WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!