• United States Of America, Usa
  • Save Job
  • 5 - 6 Years
  • Posted : above 1 month

Job Description:

High Touch Engineer (HTE)

Location

Atlanta, Georgia, US

Additional Location(s)

San Jose, CA RTP, NC

Area of Interest

Customer Experience

Job Type

Professional

Technology Interest

*None

Job Id

1276756

New

What Youll Do

We are seeking a SP/R&S CCIE certified High Touch Engineer (HTE) to join our Customer Experience team to support a major USA based Cable customer You will be providing remote and onsite technical support for NCS5500, and ASR 9K product portfolio in the customers production network Additionally, you may support other IOS-XR platforms such as NCS1K

Who youll work with

You will be part of Ciscos CX (customer experience) Organization As mentioned above, you will work very closely with our HTOM, HTTS CSEs, NCEs, SEs, as well as the Service Delivery Manager (SDM) aligned to this engagement

In this role, 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 a great 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 In this role you will also provide leadership and oversight for HTTS CSEs, partnering with them to provide timely resolution to SEV 1 and SEV 2 cases and documenting RCAs You will establish and maintain close relationships with your internal Cisco peers, (HTOMS, COMs, NCEs, SDMs, PMs), and most importantly the Customer in an ongoing basis, as well as their Leadership team Here are some additional responsibilities of the role

Who You Are

First and foremost, you enjoy troubleshooting and solving problems You also possess an in-depth knowledge of Data Center and XR related technologies You have experience giving onsite or remote technical support and speak English fluently You also work independently, receiving minimal supervision, with no instruction on routine work and general instruction on new assignments

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge This is a great 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 Business impact of this role is major

Minimum Qualifications

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 5-6 years related experience
Deep knowledge of telecommunication systems, network environments, and Data Center
Ability to analyze, use and configure medium and large enterprise/SP networks
Ability to work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments
Able to isolate and resolve problems, figure out root cause, document root cause in writing, and deliver known solutions with a high level of customer satisfaction

Desired Skills

Python Scripting, API, Automation & Programming skills
Excellent written and oral skills

Additionally

Provide consultation to independently debug complex product problems
Provide systems/product training (internally and customer)
Acts as a focal point for large account network problem resolution
Typically interfaces with lower level CSEs, OEMs customers internal engineering departments
Responsible for the overall customer experience with critical high visibility issues Owns the delivery outcome Owns the customer experience
Establish and maintain Customer Trusted Advisor status

Why Cisco At Cisco, each person brings their unique 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 from Smart Cities to your everyday devices
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

Colorful hair Dont care Tattoos Show off your ink Like polka dots Thats cool Pop culture geek Many of us are Be you, with us!

#WeAreCisco

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 17th Mar 2020

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