High Touch Engineer

  • Location:
    Mexico City, Mexico
  • Additional Location(s)
    Costa Rica
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Collaboration, Video, Networking
  • Job Id

What You'll Do

The High Touch Engineer will foster strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team and the broader services organization, and act as the primary technical support person for incident management of critical issues at the network level
● Build a client advocate reputation, and build relationship with the client's operational and engineering key stakeholders
● Build relationship with Cisco's engineering departments for your respective technology alignments. Act as the bridge between reactive and proactive services, as well as contributing to proactive services deliverables.
● Lead technical weekly case reviews with your region's client support and engineering teams. Lead case resolution with emphasis on high severity by coordinating right technical resources. Lead root cause analysis determination on technical issues on the network infrastructure. Lead root cause analysis technical document and action plans for Cisco internal stakeholders.
● Provide problem resolution of critical incidents focusing primarily on Severity 1 and Severity 2 cases and other severity level cases that Cisco & the client deem critical.
● Provide technical/operational input to regular reviews on activities and deliverables provided, as well as observed technical symptom trends, remediation, and other related topic.

Who You'll Work With

The goal of Cisco Services is to help our customers accelerate business results using an architectural approach, proven practices, and Cisco expertise. Through consultative planning, solution development, and deployment services, we help our customers optimize their Operation and IT services; integrate new technologies into their core networking infrastructure; manage change; and strive to help our customers continually enhance network performance, availability and security.
This crucial role within the services delivery team is focused on providing in-depth Routing/Switching and Video technologies expertise to one of our most significant Service Provider in the region. The successful candidate will join the dedicated reactive service team responsible for the delivery of all active reactive services from Cisco. It would be desirable to be on site between 2 a 3 days a week. 

Who You Are

Minimum Qualifications
● Typically requires BS/BA degree or equivalent
● 10 years' experience in networking/ telecommunications industry.
● Minimum of  5 years' experience troubleshooting Routing /Switching and Video across Cisco platforms.
● Excellent Executive presentation, communication/interpersonal engagement skills.
● Fluent English language skills.
● Solid knowledge in Video Head End, Video on Demand, Video Encoders and Transcoders and  Set Top Box.
● CCIE R&S or SP.

Highly Desired Skills
● Strong documentation skills--to be utilized for case management, knowledge capture, defect management and trainings.
● Very strong Problem Solving skills--will be utilized often in this position.
● Ability to drive recreates remotely. Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
● Proven crisis management skills, and the ability to excel under pressure.
● Demonstrated excellence in customer-interaction, written and verbal communication, assertive leadership.

Why Cisco

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.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.


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