The Expert Care Team provides premium service to Cisco's strategic customers, offering support for incident, problem, and change management. Acting as Technical and Resolution Leaders, they take the lead in coordinating with other Cisco support teams.

Roles and Responsibilities

The High Touch Engineer (HTE) serves as a technical point of contact for network problem resolution. They fix and resolve customer network issues across a broad range of technologies, providing network-level problem resolution, including troubleshooting the entire Cisco network for complex and critical issues. The HTE acts as a dedicated technical escalation point for moderate to complex network problems.

HTEs conduct root cause analysis at both the network infrastructure and application levels, producing detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions. They deliver software referrals to address critical problems identified across the installed base and collaborate with the High Touch Operations Manager (HTOM) to review and analyze trends, providing quarterly reports detailing corrective action plans and other actions planned for the next quarter.

HTEs work to shorten the time to resolution during complex and critical situations by leveraging their knowledge of the customer's network and operations. They also attend on-site Quarterly Business Reviews (QBRs). Additionally, HTEs successfully manage customer relationships and support service delivery for the accounts under their responsibility.

Our Minimum Qualifications for this Role:

Expert knowledge of routing and switching. Advanced knowledge of technologies such as data center, wireless, security, voice, DNA, ACI, SDA, and scripting. Effective troubleshooting and analytical skills. Operation and configuration of Cisco's data center and network devices (e.g., Nexus, Catalyst routers, switches, ACI, ISE, Firepowers, WLCs, load balancers, storage networks, application optimizers, UCS server technologies, and VMware virtualization). Ability to communicate effectively in English, both verbally and in writing.

Desired Skills:

Bachelor's or Master's degree in Engineering (Computer Science, Electrical Engineering, Telecommunications, or equivalent), plus 5+ years of experience in network engineering or telecommunications support. Experience in supporting Cisco solutions. High interpersonal skills and excellent presentation skills (to both technical and non-technical audiences). CCNP/CCIE certification or equivalent knowledge.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco