Job Information

Cisco High Touch Engineer in RTP, North Carolina

Cisco seeks a High Touch Engineer in CX Delivery to work with designated mission-critical customers, such as service providers, healthcare customers, financial services companies, ensuring they receive premium-level service.

As a High Touch Engineer, you will be customer facing as a member of the Expert Care premium services team. You will partner directly with the HTOM and other Cisco technical resources (NCE, HTTS, TAC, Escalation) in providing problem management support to Cisco premium customers.

You will lead problem management efforts with internal stakeholders including: HTTS, TAC, Business Entity Escalation resources.

In this role, you will have significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating and technical role.

The ideal candidate possesses strong organizational and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.

Receives limited supervision.

Determines methods and procedures on new assignments.

Routinely provides guidance and mentoring to other engineers.

Translates worldwide team goals into own work assignments.

Leads by example.

Core Deliverables:

Builds productive relationships with customers and takes ownership for customer success.

Fully identifies and resolves issues identified within the case and thinks beyond the fix to prevent future problems.

Network Problem Resolution: Assists in diagnostics and troubleshooting on S1 and S2 incidents based on deep customer network knowledge; the HTE supports TAC, HTTS, and Escalation resources as needed.

Root Cause Analysis Reports: Creates post incident reports with detailed analysis and remediation in response to critical network incidents

Quarterly Business Reviews: Presents technical review of impacting incidents, defect summaries, RCA summaries, and overall trend analysis of recurring or pervasive issues.

Training and Knowledge Transfer: Assist, Coordinate, or Deliver KT sessions to the customer on in order to augment troubleshooting skills and provide Cisco best practices.

Communicates problem management findings to customer.

Demonstrate the ability to excel in the following areas:

Hands on knowledge/Technically proficient in (2) or more related technologies: Data Center Switching, ACI, UCS/SV, Route/Switch, Security, Collaboration, Wireless

Troubleshooting Methodologies

Incident management

Conflict Resolution and Management

Analytical and Trend analysis

Communication/Presentation Skills

Other Related Duties and Responsibilities:

Understand customer’s internal business functions and culture.

Build strong relationships with the customer to develop intimacy as a trusted technical resource. Work to understand the customer’s network topology and environment.

Identify, build and maintain relationships with customer’s internal management

Act as customer advocate at all times, representing customer needs to Cisco post-sales support teams and applicable organizations.

Travel to quarterly customer site visits to present operational issues/activity, RCA summaries, and Defect trending in order to improve customer satisfaction and to provide gap analysis to customer and internal Cisco personnel.

Partner with HTOM to assertively provide customers with updates on critical incidents and customer escalations.

Provides operational support for S3 and S4 service requests. Assists HTOM with weekly Service Request reviews, case management, and attends weekly conference calls and virtual meetings to provide status reports to customer.

Create and present quarterly reports to customers with analysis of customer’s trends/recurring problems, defect summaries, and RCA summaries.

Required Skills:

Typically requires a BS/BA degree or equivalent plus 5-8 years related customer support experience, project management experience or business experience.

Ability to work as a team member in a cross-functional matrix environment.

Excellent presentation and communication skills.

Knowledge of vertical market business trends and concepts.

Strong project management skills desired.

Strong influencing and negotiation skills.

Strong critical thinking and decision-making skills.

Strong understanding of Cisco’s internal business functions.

Understanding of Cisco’s sales and services lifecycle.

Understanding of pertinent software applications used for reporting and researching.

Ability to use phone, email, other collaborative tools for frequent communication with stakeholders.

Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.

Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.

Understanding of Cisco products and solutions.

Highly proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook).

Additional requirements:

Lead continual improvement strategies to optimize customer’s perceptions of service and support.

Understand customer’s business, vertical market trends, financial complexities and monetary flow.

Establish/manage strategic cross functional relationships with account stakeholders globally.

Drive internal organizational improvements, MBOs and Best Practices.

Deliver complex service solutions for top-tier FTS customers.

Lead and influence stakeholders through critical delivery situations.

Possess a high level of business acumen - demonstrated application of advanced business theory and extensive experience in multiple business functions.

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.