18 days old

High Touch Technical Engineer (Security)

Cisco Systems Inc.
Bengaluru, KA 560002
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What You'll Do

The HTE delivers the technologies; solutions and services customers need to expertly manage their networks.

In this role, you will be "Ciscos face to the customer," working in a fast-paced, high-impact environment as a transparent contributor delivering on our commitments.

You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to intensified issues.

Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge.

Connects directly with Cisco customers and builds effective working relationships while solving their issues.

Handles customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.

Assist the Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.

Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.

Review and analyze trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.

Shorten the time to resolution during sophisticated situations by using knowledge of the customer network and their operations.

Minimum Qualifications

  • Good in Security technology domain with demonstrated expertise in the following areas - Firewall, IPS/IDS, Admission Control, Content Security, encryption, VPN etc.
  • Demonstrable experience in implementing Security solutions across key customer segments.
  • Experience in preparing, planning, and designing, implementing and optimising Security solutions and a broader understanding Security industry
  • Demonstrated Domain Expertise in one or more of products and technologies such as Cisco ASA Firewall, Cisco NG IPS, Identity Services Engine, Content Security Platforms, third party security products & solutions.
  • Fluency in a wide range of Security protocols including TCP/IP, encryption protocols, application layer protocols, network & link layer protocols, device & network management protocols.
  • Be a subject matter expert in Cisco Identity Services Engine (ISE).
  • Subject matter expertise with Cisco Firepower Threat Defense (FTD).
  • Network skills; examine requirements and provide solutions within the Constraints specified. Follows the agile methodology for fast solution delivery, Testing, and value realization.
  • Presentation Skills: Executive level presentation skills, able to communicate sophisticated solutions to non-technical audience successfully to help drive business growth and outcomes.
  • A self-starter able to thrive in an unstructured environment (ex. You won't receive a playbook on how to do the job, expectations will be in a general/high level form)
  • CCIE Security or equivalent networking qualification is highly desirable.

Focus Areas/Initiatives/Deliverables:

  • Improve relationship with customer to understand in a better way their network to provide quicker and more effective results to their requests.
  • She/he will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
  • She/he will typically be responsible for resolving moderately to highly sophisticated technical problems, depending on the customers' need.
  • She/he will simulate technical problems in lab environment.
  • She/he will share his/her knowledge with other people in writing technical documents and enlarge the knowledge database.
  • She/he will provide internal and/or external technical presentations (cross-training).
  • She/he will escalate some specific problems to the responsible Business Units for product enhancement.
  • She/he will work closely with colleagues to achieve common goals.
  • She/he will strive to technical excellence and expertise.
  • Skill to understand customer end to end use cases and topology.

Who You'll Work With

CX HTE is a critical customer-facing role and leading customers business outcomes across and maximizing customer loyalty, satisfaction through Cisco services technical deliverys value proposition. We are seeking a HTE to work with designated high-demand customers, such as Service Provider Networks, ensuring they receive premium-level technical support services. As the liaison between the customer and Cisco support organization, you will track everyone and everything that touches the Cisco technical services, driving improvements and ensuring excellence at every phase of assigned technology lifecycle management. With significant exposure both internally and externally, you will have the opportunity to make a difference in customer experience. As technical representation for Cisco Customer Experience (CX) Services in front of our clients, the candidate will be expected to have solid technical acumen in Service Providers Optical technology.

The Team

Global CX Centers is a team of elite technical experts whose #1 focus is to help customers plan, design, deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

The team is group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. Work hard, play harder is the motto of the team. There is a good mix of engineers with varying years of experience (from 3 years all the way to 18 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Why 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.)

Posted: 2021-05-26 Expires: 2021-07-05
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High Touch Technical Engineer (Security)

Cisco Systems Inc.
Bengaluru, KA 560002
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