High Touch Engineer - Routing Protocols

  • Location:
    Denver, Colorado, US
  • Additional Location(s)
    Denver, CO ONLY
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id
Role & Responsibilities
The High Touch Engineer (HTE) role provides in-depth reactive/troubleshooting expertise in Routing Protocols and LAN switching technologies to large SP and Enterprise customers.

The High Touch Engineer has the following duties & responsibilities:

• Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.

• Troubleshoot issues related to Routing (OSPF, BGP, EIGRP), Multicast, QoS, etc on ASR9K, GSR, 7600 platforms, and Lan Switching specific to 7600 & 6500, Nexus 7000 platforms.

• Receives minimal supervision, no instruction on routine work, and general instructions on new assignments.

• Typically reports to Manager, Technical Support in FTS.
• Interfaces with all levels of CSEs, NCEs, SEs, Cisco Business Unit and internal engineering departments, and escalation resources.

• Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

• Provides systems/product training to internal stakeholders and customers.
• Provides guidance, mentoring & leadership to new hires and less experienced engineers.

• Provides support on a world-wide basis.

• Connects with customers and partners across functions and boundaries to achieve significant results.

• Earns the confidence of customers and is able to use the confidence to achieve results.

• 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.

• Is a technical expert 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.

• Collaborates with Engineering on complex product and software issues, driving resolution of software defects.

• Excellent written and verbal communication, interpersonal and presentation skills. Ability to function effectively in ambiguous circumstances. Key involvement in CA and cross-functional teams to resolve major customer issues. Leads team collaboration extending beyond work group.

Minimum Qualifications
• At least 5 years of experience troubleshooting Routing/Switching issues across Cisco platforms running IOS, IO-XR and NX.
• Minimum 8 years of overall networking experience, including configuring, analyzing & troubleshooting complex networks
• Typically requires BS in CS or EE or equivalent

Desired Skills
• Strong Layer 3 and 2 knowledge as this position will primarily focus on supporting Cisco's Routing & Switching platforms.
• Knowledge of system architecture on ASR9K, 7600, 6500, Nexus 7000, and the ability to independently troubleshoot complex routing, switching and forwarding issues.
• Strong documentation skills to be utilized for case management, knowledge capture, defect management and Trainings.
• Very strong Problem Solving skills
• Ability to drive recreates remotely
• Proven crisis management skills, and the ability to excel under pressure.
• Demonstrated excellence in customer interaction, written and verbal communication, and assertive leadership.
• CCIE strongly preferred

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