High Touch Engineer-EN

• Be the focal point for customer, and first customer concern resource for CSE (Customer Support Engineer) on reactive technical issues on assigned high impact, key engagement(s).
  • Participates in weekly SR review calls organized by HTOM (High Touch Operation Manager).
  • Fixes, collaborates and follows up with TAC/HTTS (High Touch Technical Engineer)/CSEs to ensure timely resolution on service requests.
  • Shares knowledge with customer related to problem solving (teach how to fish).
  • Be the conduit between customer and other Cisco entities, e.g. CSE/ HTTS, BU (Business Unit), DE (Development engineering), NCE (Network Consulting Engineer), Partner concern etc and work hand in hand with them for faster issue resolution.
  • Leads RCA (Root Cause Analysis) effort, and as well as documentation & and presentation of the same to customer
  • Drive recreates in CALO Lab. Covers maintenance windows or any other pre-planned off-hours network activity. Provides technical, product and protocol level trainings to customer and HTTS teams as needs arise. Covers maintenance windows or any other pre-planned off-hours network activity.
  • Develop expertise in specific areas and customer deployment (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
  • Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction

Qualifications: 



• May require some travel to customer locations in this role

• Fluent in English in both written and oral form.
• Expert in Linux base Operating Systems.
• Expert in Cloud and Virtual infrastructure.
• Expert in CVIM (Cisco Virtualized Infrastructure Manager) product.
• Capable of controlling and leading technical discussions.
• Capable of lead the escalation incident from technical front.
• Capable of providing technical guidance for support engineers in troubleshooting directions.
• Experience in support Telcom Service Provider clients