High Touch Engineer (HTE)

**Application window is expected to close on 15/01/2025.However, the job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

**Travel requirement: Quarterly travel for QBR to Customer site in Austin OR Seattle.

MEET THE TEAM

We are seeking a SDWAN skilled High Touch Engineer (HTE) to join our Customer Experience team to support a major US based service provider. Be a part of Cisco's CX (Customer Experience) Organization, working closely with internal Cisco peers, (HTOMs, NCEs, SDMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.

YOUR IMPACT

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 an excellent 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.

Key responsibilities include:

• You will provide technical support for some of the common Cisco platforms such as ASR1K and Cat8K product lines in customer's production network.
• Providing consultation to independently debug product problems and systems/product training (internally and customer).
• You will be accountable for the overall customer experience with critical high visibility issues and act as a focal point for large account network problem resolution.
• In this role you will engage with the technical consulting engineers, partnering with them to provide timely resolution to SEV 1 and SEV 2 cases and document RCAs.

• BS in a technical field (CS/EE) with 5+ years of related experience in Cisco SDWAN offering and feature sets.
• Strong knowledge of telecommunication systems, network environments, IP routing and switching and WAN technologies, Viptela, AAR.
• You possess an in-depth knowledge of Routing/Switching related technologies, especially IOS-XE based Cisco platforms.
• Proven experience to analyze, use and configure medium and large enterprise/SP networks.
• Experience in root cause analysis, documentation and delivering customer solutions.

• Ability to work independently, with minimal instruction on routine work and general instruction on new assignments.
• Prior experience giving onsite or remote technical support.
• Python Scripting, API, Automation & Programming skills will be an asset.
• CCIE

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Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

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