Technical Consulting Engineer (HTE)

Company: Cisco
Location: Richardson, Texas, United States
Type: Full-time
Posted: 28.AUG.2021
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Summary

Who You'll Work WithYou will be part of Cisco's CX (Customer Experience) Organization. You will work very closely with our HTOM, HTTS CSEs, ...

Description

Who You'll Work WithYou will be part of Cisco's CX (Customer Experience) Organization. You will work very closely with our HTOM, HTTS CSEs, NCEs, SEs, as well as the Service Delivery Manager (SDM) aligned to this engagement.What You'll DoWe are seeking a Routing/Switching/XR-skilled Technical Consulting Engineer (High Touch Engineer (HTE)) to join our Customer Experience team to support a major US based Service Provider. You will be providing remote and onsite technical support for some of the common Cisco Routing platforms such as ASR9K and NCS5500, and as well as Catalyst/Nexus product lines in customer's production network.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 superb opportunity for someone with patience and a conscientious view of the customer to hone their skills and advance their career contributing 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 detailing 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.You'll translate TAC strategy for customer support and drive the Delivery Partner organization to achieve it. You work with other leaders in Global Technical Support and CX Centers organization to ensure alignment, quality, and knowledge sharing. Strive to reach across internal teams to support partnering opportunities. Knows and efficiently applies all aspects of escalation to Critical Accounts, Business Units, and other internal organizations. Can define and own the implementation of contractual agreements of the assigned Cisco Delivery Partner(s). Evaluates and integrates new proposals from the respective parties.Who You AreFirst and foremost, you enjoy fixing and solving problems. You also possess an in-depth knowledge of Routing/Switching related technologies, especially XR based Cisco platforms. You have experience giving onsite or remote technical support and speak English fluently. You also work independently, receiving minimal direction, 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 superb 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, IP routing and switching.* Ability to analyze, use and configure medium and large enterprise/SP networks.* Ability to work independently, as this position only receives minimal direction 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* Provide consultation to independently debug sophisticated product problems (CCIE highly desirable)* Act as a focal point for large account network problem resolution.* Typically interface with all Cisco Support and Engineering functions and organizations.* Responsible for the overall customer experience with critical high visibility issues. Owns the delivery outcome. Owns the customer experience.#WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference. Here's how we do it.We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) And only about hardware, but we're also a software company. And a security company. A blockchain 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 can't 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 aggressive steps, and we take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

 
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