High Touch Engineer (HTE) - Wireless

  • Location:
    Offsite, Florida, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

Are you a Technical Leader looking to make a major business impact? We are seeking High Touch Engineer to support a major WEB customer. This role is key to our customers view of Cisco, maintaining and strengthening our trusted partner status. You will earn the customer’s trust through direct and ongoing customer collaboration. You provide remote and occasional onsite technical support for  Wireless, CUCM, CME Data Center, Nexus products.  

  • You will work closely with various business partners to ensure a quick turnaround on very complex issues.
  • Provide leadership, direction and oversight for the CSEs, partnering with them to provide timely resolution to SEV 1 and SEV 2 cases.
  • Establish and maintain close relationships with Customer Network Operations Engineers and “network owners” establishing yourself as a trusted partner.

In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

This is an extraordinary opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing customer value.

Additional responsibilities of the role:

  • Provide consultation to independently debug complex product problems.
  • Acts as a focal point for network problem resolution and provide Root-Cause Analysis as per contracted agreement with named customer.
  • Provides systems/product training to internal partners and customers.
  • Solves deeply complex problems where analysis requires in-depth evaluation of factors with visionary and creative troubleshooting and experimentation as well as evaluation of intangible variables.
  • Technical authority in a broad area covering multiple technologies. Applies expected product behavior across industry practices. Knows how the technology is expected to work in the industry.

You will be part of Cisco's Focused Technical Support Organization. You will work very closely with the Customer Operation Analyst, High Touch Technical Services, Customer Support Engineer, Network Customer Engineer, System Engineer and the Service Delivery executive (SDE) as well as the Customer Operations Manager (COM) aligned to this WEB customer engagement.

  • Provides guidance, mentoring & leadership to new hires and less experienced engineers.
  • Works with end-users internal engineering departments.
  • Collaborates with Engineering on complex product and software issues, driving resolution of software defects.
  • Key involvement in Customer Assurance and multi-functional teams to resolve major customer issues. Leads team collaboration extending beyond work group.

Are you passionate about honing your skills? Are you interested in advancing your career while making valuable contributions to customers and working with an industry leader in networking technology?

  • You love troubleshooting and solving problems, being out front and leading, as well as collaborating with the Customer Operations Analyst and the Customer on an ongoing basis.
  • Possesses an in-depth knowledge of  AIRCTI, Nexus3k, 5k, 7k,  CUCM, C4500.   
  • Demonstrates an aptitude and appetite for learning new technologies, evidenced by your ability to expand upon core knowledge.


  • BS in a technical field (CS/EE preferred) or equivalent plus 7-8 years related experience.
  • Deep knowledge of telecommunication systems, network environments.
  • Ability to analyze, use and configure medium and large enterprise/SP networks.
  • Work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.
  • Isolate and resolve problems, resolve root cause, and deliver known solutions with a high level of customer satisfaction.
  • Detailed working knowledge on: Nexus 2k,3K,7K,9K
  • Excellent communication, leadership, and soft skills


  • CCIE DC, Wireless, Voice CUCM  

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

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