High Touch Engineer (HTE)

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  • Location:
    Offsite, RTP, North Carolina, US
  • Alternate Location
    Remote in Seattle OR Austin OR Richardson
  • Area of Interest
    Customer Experience
  • Compensation Range
    112000 USD - 149900 USD
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Network (incl: IIoT, SD-WAN, & ThousandEyes), Networking
  • Job Id
    1432012

**Application window is expected to close on 15/01/2025.However, the job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

**Travel requirement: Quarterly travel for QBR to Customer site in Austin OR Seattle.


MEET THE TEAM

We are seeking a SDWAN skilled High Touch Engineer (HTE) to join our Customer Experience team to support a major US based service provider. Be a part of Cisco's CX (Customer Experience) Organization, working closely with internal Cisco peers, (HTOMs, NCEs, SDMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.


YOUR IMPACT

You will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain and Account Team.

This is an excellent opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Key responsibilities include:

  • You will provide technical support for some of the common Cisco platforms such as ASR1K and Cat8K product lines in customer's production network.
  • Providing consultation to independently debug product problems and systems/product training (internally and customer).
  • You will be accountable for the overall customer experience with critical high visibility issues and act as a focal point for large account network problem resolution.
  • In this role you will engage with the technical consulting engineers, partnering with them to provide timely resolution to SEV 1 and SEV 2 cases and document RCAs.
MINIMUM QUALIFICATIONS:

  • BS in a technical field (CS/EE) with 5+ years of related experience in Cisco SDWAN offering and feature sets.
  • Strong knowledge of telecommunication systems, network environments, IP routing and switching and WAN technologies, Viptela, AAR.
  • You possess an in-depth knowledge of Routing/Switching related technologies, especially IOS-XE based Cisco platforms.
  • Proven experience to analyze, use and configure medium and large enterprise/SP networks.
  • Experience in root cause analysis, documentation and delivering customer solutions.
PREFERRED QUALIFICATIONS:

  • Ability to work independently, with minimal instruction on routine work and general instruction on new assignments.
  • Prior experience giving onsite or remote technical support.
  • Python Scripting, API, Automation & Programming skills will be an asset.
  • CCIE
#WE ARE CISCO

#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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