Job Description

The application window is expected to close on July 7, 2025.

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The Role

We are in need of a Technical Consulting Engineer with strong understanding of datacenter technologies (UCS, Datacenter Switching: NXOS/ACI) to fulfill the role of High Touch Engineer (HTE) and join our team supporting our US Customer base in CX Commercial.

Meet the Team

You will be part of Cisco's CX (Customer Experience) Organization, working very closely with our HTOMs, TAC/HTTS CSEs, NCEs, SEs while serving as a trusted advisor to designated accounts. You will be providing support and technical expertise for the most commonly used Cisco platforms and technologies, such as ACI, DC, R&S, and Security technologies, being seen as an expert member of the team focusing mainly on datacenter technologies.

Your Impact

In this exciting customer facing role, you will act as the primary technical support person for incident management of critical issues at the network level. You will be responsible for providing advanced network level services related to reactive issues to Cisco Expert Care accounts. You will also focus on diagnostics, root cause analysis, as well as recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Your role will require you to:

• Provide Network Problem Resolution, leads efforts around Root-Cause Analysis, Maintenance Window support and Software Referral assistance as per documented processes.
• Earn the confidence of customers and leverages that same level of confidence to achieve results.
• Collaborates with, and seeks assistance from other Cisco internal teams, such as TAC, HTTS, BUs, PMs, TMEs, on complex product and software issues, driving and speeding up resolution of critical customer related issues.
• Proficient in any of the following technologies: DC, ACI, R&S, Security technologies.
• Provides systems/product training, guidance & leadership to customers and less experienced engineers (HTE/HTTS/TAC) as needs arise.
• Solves extremely complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.
• Participates and provides technical input in weekly case reviews with your client’s support and engineering teams, leading the technical aspect of the calls and helping speed up case resolution. Emphasis on high severity by coordinating right technical resources.
• Performs closed case analysis, highlighting technical symptoms and trends, remediation, and other related topics.
  

Minimum Required Qualifications

• 5+ years' experience troubleshooting DC and Routing/Switching across Cisco platforms (Strong internetworking troubleshooting skills).
• 5+ years’ experience in a Technical Assistance Center environment (i.e: Cisco TAC/HTTS background or equivalent outside exposure).
• CCNA certification required.

Preferred Qualifications

• Proven crisis management skills, and the ability to excel under pressure.
• Strong ACI and DC solution knowledge, as this position will be seen as SME in this area within the team.
• Strong documentation skills - to be utilized for case management, knowledge repository, defect management.
• Ability to drive recreates remotely-- Many issues result in the engineer needing to perform a recreation of the customer problem in order to isolate the issue and resolve.
• Experience with understanding vertical market trends, financial complexities and monetary flow.
• Experience identifying up-sell opportunities and collaborate with account teams to develop compelling business justifications.
• Experience establishing strategic cross functional relationships with account partners globally.
• Excellent Executive presentation, and communication interpersonal engagement skills.
• Excellent written and verbal communication.
• Demonstrated excellence in customer-interaction
• Ability to function effectively in ambiguous circumstances.
• Experience troubleshooting critical incidents across multiple cisco architectures (Security, Data Center, Routing/Switching, Collaboration/Voice).
• Desirable: CCNP DC, CCIE DC written. Other datacenter related certifications
• Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
  

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

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!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 

Job Tags

Remote job, Worldwide,

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