High Touch Engineer
Location:Mexico City, Mexico
Area of InterestCustomer Experience
Technology InterestNetworking, Service Provider
Why You'll Love Cisco
We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real-world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. 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.
What You'll Do
CX HTE is a critical customer-facing role and leading customers’ business outcomes across and maximizing customer loyalty, satisfaction through Cisco services technical delivery’s value proposition. The HTE will work with designated high-demand customers, such as Service Provider Networks, ensuring they receive premium-level technical support services. As the liaison between the customer and Cisco support organization, you will supervise everyone and everything that touches the Cisco technical services, driving improvements, and ensuring perfection at every phase of assigned technology lifecycle management. With significant exposure both internally and externally, you will have the opportunity to make a difference in customer experience. As technical representation for Cisco Customer Experience (CX) Services in front of our clients, the candidate will be expected to have solid technical acuity in Service Provider’s network functions virtualization technology.
Roles and Responsibilities
- Analyze, configure, and fix large complex networks with mixed media and protocols.
- Effectively craft and utilize complex lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
- Provide remote troubleshooting support to resolve customer issues
Who You'll Work With
Global CX Centers is a team of elite technical specialists whose #1 focus is to help customers plan, design, deploy, and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
The team is a group of highly-skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is the motto of the team. There is a good mix of engineers with varying years of experience (from 3 years all the way to 18 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.
Who You Are
You need to be a creative problem solver, comfortable with challenging the status quo, and rapidly responding to escalated issues. With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, you’re well-positioned to become a trusted advisor capable of building solid, long-term relationships with customers. Expert level knowledge in TWO of the following and strong knowledge in all other areas of IP internetworking, LAN Switching, ATM, Voice technologies, IP Telephony, SAN, CDN, Optical, Wireless, IPCC. WAN protocols (Frame Relay, ISDN). IP Routing protocols (IGRP, OSPF, EIGRP, BGP). Experienced level internetworking solving problems in a large-scale network environment. Undertake support as a designated engineer for large-scale networks. The ideal candidate possesses good technical account management skills. An active participant in virtual technology teams within Cisco Services. In-depth knowledge of network management, network availability.
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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!