High Touch Engineering Technical Leader (1431411)
Cisco
We are seeking a skilled High Touch Engineering Technical Leader (High Touch Engineer - HTE) with expertise in routing, switching, and IOS-XR to join our Customer Experience (CX) team. This role involves providing remote and onsite technical support for major US-based service providers, focusing on Cisco routing platforms such as ASR9K, NCS5500, and Spitfire 8000.
As part of Cisco's Customer Experience organization, you will collaborate closely with High Touch Operations Managers (HTOM), High Touch Technical Support (HTTS), Network Consulting Engineers (NCEs), Systems Engineers (SEs), Engineering teams and the Service Delivery Manager (SDM) associated with this engagement. You will gain deep insights into Cisco products and work with various elements of the service chain and account team.
The ideal candidate is eager to learn new technologies and expanding their core knowledge. This role provides a significant opportunity to advance your career and deliver value to customers while working with a leader in networking technology.
Key responsibilities include providing leadership and oversight for HTTS CSEs, serving as the primary contact for resolving high-severity issues, producing detailed Root Cause Analysis documents (RCAs), and maintaining strong relationships with internal Cisco peers and customer leadership teams. You should have a passion for troubleshooting, a strong knowledge of routing/switching technologies, especially on XR-based Cisco platforms, and experience in providing technical support. Responsibilities also include delivering systems and product training, and building a trusted advisor relationship with customers.
Required Skills:
- Typically requires a Bachelor's degree in a technical field (Computer Science or Electrical Engineering preferred) or equivalent, along with 5-6 years of related experience.
- In-depth understanding of telecommunication systems, network environments, IP routing, and switching.
- Proficient in analyzing, using, and configuring medium to large enterprise or service provider networks.
- Capable of working independently, with minimal direction and no instruction on routine tasks, receiving general guidance only for new assignments.
- Skilled in isolating and resolving issues, determining root causes, documenting them in writing, and providing known solutions with high customer satisfaction.
- Fluent in English and able to work autonomously.
Preferred Skills:
- Expertise in XR technologies, including but not limited to BGP, IS-IS, MPLS TE, telemetry, and configuration changes via commit replace.
- Proficient in platform-specific knowledge, including NCS-5500, ASR9K, and Spitfire 8000.
- Skilled in troubleshooting packet loss scenarios on above platforms, with experience in lab recreate scenarios and writing detailed technical documents explaining the analysis and root cause of issues.
- CCIE certification is highly desirable.
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.