High Touch Engineer - CNS

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  • Location:
    Eschborn, Germany
  • Alternate Location
    Berlin, Germany; Munich, Germany;
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking, Security
  • Job Id
    1415110

What You’ll Do

Cisco’s government and enterprise customers receive personalized reactive services from a dedicated team of engineers as part of the CNS Service Team (Classified Network Support). Being part of the Customer Experience organization (CX), Cisco CNS Germany provides an enhanced third level support to differentiate our service from standard technical services and support.

The CNS team is expanding capabilities and as a new team member based out of Germany you will have the opportunity to work in a fun, challenging, diverse, and dynamic environment. Learning and sharing experiences is expected and part of the team’s growth and start up culture, while we continue to build the team and customized services.

You will drive customer satisfaction and take ownership for customer success, identify, document, and resolve issues reported by our customers.     You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.

Who You'll Working With

You will work directly with a team of highly experienced technical experts in multiple roles and technologies, as well as closely with business units and development teams in a global setting.     Also will consult on proactive engagements and/or projects (depending on experience) for a holistic customer service experience.

Minimum requirements for this role

In addition to your desire  to work as a team member:

· Previous experience in reactive support, operations or troubleshooting complex technical problems.

· Understanding of IP/TCP networking and security concepts.
· Knowledge of common Cisco technologies, solutions, and hardware platforms.
· Knowledge of SP Routing Protocols, BGP, MPLS, L2VPN, L3VPN, Traffic Engineering (TE), and IPv6.
. Proficiency in German and English



Preferred requirements for this role:

· You are able to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.

· You have excellent presentation and communication skills, to communicate effectively with customers.
· Willing to cover shifts during regular business hours, as well as on-call shifts for service impacting issues outside regular business hours.
· Overall willingness to learn on the job and expand knowledge of implementing and supporting Cisco technologies and products as required.
· Willingness to pursue CCNA/CCNP/CCIE level certifications.

Why Cisco 

We change the World, as a High Touch Engineer, you are passionate about Cisco and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our ground-breaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired!


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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