High Touch Engineer (1442658)

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  • Location:
    Bogota, Colombia
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1442658
New

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.


The Role

We are in need of a Technical Consulting Engineer with strong understanding of datacenter technologies (UCS, Datacenter Switching: NXOS/ACI) to fulfill the role of High Touch Engineer (HTE) and join our team supporting our US Customer base in CX Commercial.


Meet the Team

You will be part of Cisco's CX (Customer Experience) Organization, working very closely with our HTOMs, TAC/HTTS CSEs, NCEs, SEs while serving as a trusted advisor to designated accounts. You will be providing support and technical expertise for the most commonly used Cisco platforms and technologies, such as ACI, DC, R&S, and Security technologies, being seen as an expert member of the team focusing mainly on datacenter technologies.


Your Impact

In this exciting customer facing role, you will act as the primary technical support person for incident management of critical issues at the network level. You will be responsible for providing advanced network level services related to reactive issues to Cisco Expert Care accounts. You will also focus on diagnostics, root cause analysis, as well as recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Your role will require you to:

  • Provide Network Problem Resolution, leads efforts around Root-Cause Analysis, Maintenance Window support and Software Referral assistance as per documented processes.
  • Earn the confidence of customers and leverages that same level of confidence to achieve results.
  • Collaborates with, and seeks assistance from other Cisco internal teams, such as TAC, HTTS, BUs, PMs, TMEs, on complex product and software issues, driving and speeding up resolution of critical customer related issues.
  • Proficient in any of the following technologies: DC, ACI, R&S, Security technologies.
  • Provides systems/product training, guidance & leadership to customers and less experienced engineers (HTE/HTTS/TAC) as needs arise.
  • 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.
  • Participates and provides technical input in weekly case reviews with your client’s support and engineering teams, leading the technical aspect of the calls and helping speed up case resolution. Emphasis on high severity by coordinating right technical resources.
  • Performs closed case analysis, highlighting technical symptoms and trends, remediation, and other related topics.


Minimum Required Qualifications

  • 5+ years' experience troubleshooting DC and Routing/Switching across Cisco platforms (Strong internetworking troubleshooting skills).
  • 5+ years’ experience in a Technical Assistance Center environment (i.e: Cisco TAC/HTTS background or equivalent outside exposure).
  • CCNA certification required.

Preferred Qualifications

  • Proven crisis management skills, and the ability to excel under pressure.
  • Strong ACI and DC solution knowledge, as this position will be seen as SME in this area within the team.
  • Experience troubleshooting critical incidents across multiple cisco architectures (Security, Data Center, Routing/Switching, Collaboration/Voice).
  • Desirable: CCNP DC, CCIE DC written. Other datacenter related certifications
  • Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)


#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 

Message to applicants applying to work in the U.S. and/or Canada:

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.

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