The Business Entity

Cisco seeks a High Touch Engineer (HTE) whose role is providing in depth Service Provider Mobility expertise to SP customer.

The Team

It is a technical expert in a broad area covering multiple technologies. Applies expected product behavior across industry practices and knows how the technology is expected to work.

Fostersstrong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team, internal engineering departments and the broader services organization to achieve significant results.

Works on problems of diverse scope where analysis requires evaluation of identifiable factors. Acts as the primary technical support person for large account network problem resolution. Provides support on a world-wide basis.

Role & Responsibilities

• Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.
• Earns the confidence of customers and is able to use the confidence to achieve results. Collaborates with Engineering on complex product and software issues, driving resolution of specific bugs.
• At least 5 years of experience solving Packet Core issues across Cisco platforms running StarOS.
• Provides systems/product training. Provides guidance & leadership to less experienced engineers.
• 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.
• 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.
• Provide technical/operational input to regular reviews on activities and deliverables provided, as well as observed technical symptom trends, remediation, and other related topic.
• Periodical customer visit.

Minimum Qualifications

• At least 5 years of experience solving Packet Core issues across Cisco platforms running StarOS
• Minimum 8 years of overall networking experience, including configuring, analyzing & fixing complex networks
• Typically requires BS in CS or EE or equivalent

Desired Skills

• Strong StarOS knowledge as this position will primarily focus on supporting Cisco's Mobility platforms.
• Knowledge of system architecture on ASR5K and the ability to independently troubleshoot complex issues.
• Knowledge of system architecture onCisco Virtual Packet Core infrastructureand the ability to independently troubleshoot complex 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
• Validated crisis management skills, and the ability to excel under pressure.
• Demonstrated excellence in customer interaction, written and verbal communication, and assertive leadership.
• CCIE is a must.

Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.