1+ months

High Touch Engineer

Cisco Systems Inc.
Mumbai, MH 400001
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Who you'll work with

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

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

Champions strong working partnerships with members of the Cisco Services Delivery team, key customer partners, 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 world-wide basis.

What you'll do :

  • Provide Network Problem Resolution, Root-Cause Analysis, Software Referral assistance as per contracted agreement with named 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 guidance & leadership to less experienced engineers.
  • Solves very complex problems where analysis requires 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 emphasis on high severity by coordinating right technical resources.
  • Provide technical/operational recommendations to regular reviews on activities and work you're doing provided, as well as observed technical symptom remediation, and other related topic.

Who you are :

  • Periodical customer visits
  • Minimum Qualifications
  • Bachelors degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
  • +8 years' experience in networking/ telecommunications industry.
  • CCIE R&S or SP
  • At least 5 years' experience solving Routing/Switching and DC across Cisco platforms.
  • Excellent Executive presentation, communication / interpersonal engagement skills.
  • Strong analytical and troubleshooting skills
  • Validated crisis management skills, and the ability to excel under pressure.
  • English language skills
 Helpful Skills
  • Excellent written and verbal communication.
  • Proven completion in customer-interaction, assertive leadership.
  • Ability to function optimally in ambiguous circumstances. Key involvement in CA and multi-functional teams to resolve customer issues. Leads team collaboration extending beyond 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 capture, defect management and trainings.
  • 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. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were 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 cant 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.

Posted: 2020-02-17 Expires: 2020-05-02

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High Touch Engineer

Cisco Systems Inc.
Mumbai, MH 400001
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