1+ months

High Touch Engineer

Cisco Systems Inc.
Mexico City, Mexico
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Why You'll Love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real-world impact. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What Youll Do

Cisco seeks a Senior High Touch Engineer (HTE) whose role is providing in-depth Security expertise to Service Provider Customers. This role is key to our customer's view of Cisco, maintaining and strengthening our trusted partner status. You will earn the customers trust through direct and ongoing customer collaboration. You provide remote and occasional onsite technical support for Cisco products. Will Provide Network Problem Resolution, Minimize Disruption Time, Restore the Service, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with a named customer and 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.

Who Youll Work With

Cisco's Focused Technical Support team, resides within the larger Customer Experience (CX) organization. You will work very closely with the High Touch Technical Services, High Touch Operations Manager, Support Engineers, System Engineers and other teams aligned to the named customer.

Who You Are

You help customers maximize network availability and functionality to achieve their business goals. The HTE delivers the technologies, solutions and services to customers in need to expertly run their networks.

In this role, you will be Ciscos face to the customer, working in a high-impact environment as a visible contributor delivering on our commitments. Will Provide guidance, mentoring & leadership to new hires and less experienced engineers.You will work with end-users internal engineering departments and Collaborate with Engineering on complex product and software issues, driving resolution of software defects.


oStrong Experience in Consulting. (15 years minimum)

oStrong knowledge of CiscosASA, FirePower, Stealthwatch, DDoS, ISE, IPS, FMC, VPN.

oRouting & Switching knowledge is a plus for the position. Any CCIE.

    • You have 10 to 15 years of experience in Security, Routing/Switching across Cisco platforms.
    • 7+ years of networking experience, including configuring, analyzing & troubleshooting complex networks
    • Issue reporting & documenting experience working with development engineering by providing excellent issue documentation, isolating problem triggers, and developing theoretical workarounds to problems in the OSS and management space.
    • Experience working on site with the customer is a plus.
    • Managerial or consulting skills are highly valued.

Desired Skills

    • CCIE Preferred
    • Excellent written and verbal communication, interpersonal and presentation skills. Ability to function effectively in ambiguous circumstances. Key involvement in cross-functional teams to resolve major customer issues. Leads team collaboration extending beyond work group.
    • Security background, this position will focus on supporting Cisco's Next-Generation Security platforms.
    • Service Provider platforms: Knowledge of system architecture and the ability to independently troubleshoot complex issues.
    • Strong documentation skills - to be utilized for case management, knowledge capture, defect management and trainings.
    • Very strong Problem Solving and crisis management skills.
    • Proven excellence in customer-interaction, assertive leadership.

Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Posted: 2021-03-08 Expires: 2021-05-08
Sponsored by:
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High Touch Engineer

Cisco Systems Inc.
Mexico City, Mexico
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