Technical Solution Specialist - Data Center

  • Location:
    Kuala Lumpur, Malaysia
  • Area of Interest
    Engineer - Pre Sales and Product Management
  • Job Type
  • Technology Interest
  • Job Id

The Technical Solutions Specialist (TSS) is a technical sales professional who provides high level technical support and guidance to customers, partners and Cisco Sales. Collaborates with the requester to recommend and develop appropriate customer solution offerings.

The TSS is familiar with a wide variety of products and technologies and is a specialist in at least one Architecture where the majority of their time will be spent. The TSS shares knowledge and standard methodologies throughout the GVE Community.

Most engagements are handled via virtual tools (WebEx, Telepresence, phone, etc). The TSS works in a pooled fashion supporting requests Globally.

Reports To

TSS Manager; Case Load: 8-10 cases per week


Experience in markets where Cisco competes. Desired Technical sales experience as a Systems Engineer or equivalent.

Key Responsibilities:

Find Opportunities

  • Look past the initial request intended to clarify and confirm the requirements before focusing on an accurate response and identify if there are opportunities to upsell or cross sell.

Qualify Opportunities

  • Use good judgement to assess the Request and uncover the true scale, business need and timescales of opportunities.

Develop and Present Solutions

  • Develop the technical response to RFPs and the technical elements or approach for the proposal, including products, solutions, software, and services.
  • Use High Value services: Demos (Dcloud), Customer Engagements, Partner Enablement, Design Assistance, Consultative selling.
  • Help new product/services launch.

Personal and Organizational Development

  • Passion for helping others. Perform specialized training on SME products as requested.
  • Technical conversations, Advanced Whiteboarding and Presentation skills (own the room).
  • Conflict (Negotiation skills) and Time management.

Queue Management

  • Case handling - Priorize by eldest, then by priority and look for higher value services (more complex requests).
  • SLA - Assure Response to Requester time is met.
  • Monitor practice queue & provide feedback as issues arise.

Practice Excellence

  • SME - Deep dive technical expertise within Specialization.
  • Practice performance - contribute to the development of the practice. Deliver trainings and ToIs to Team.
  • Ability to anticipate / gather / consolidate trends and communicate to VCSE.
  • CSAT - Encourage survey participation and follow up when LSFU is encountered.
  • All requests must have existing Case and if needed Deal ID.

Who You'll Work With

Working Across Boundaries

  • Build relationship with other GVE Teams, field teams, architecture team, Business Units(BUs) and Partners.
  • BU related: escalate requests to BU, provide input on health of BU relationship, Leverage existing relationships with BU resources. Work with Lead SME to redeliver BU trainings.
  • Partner relationship: Help strategic partner peers, build relationship with local partner SMEs.
  • SE VT attendance (both online or physical). Redeliver knowledge obtained on VT, work with TL on roadmap validation. Work with TL to update BU contact information.
  • Understand about PDI, TAC and other critical issue processes.
  • Work with Virtual Sales Account Managers, Field personnel & partners to successfully resolve all customer questions to aid in the closure.

Who You Are

Basic Qualifications:

  • 3+ years of experience with IT infrastructure & 2+ years of design & implementation experience
  • Customer facing experience within presales or consulting
  • Presentation and communication skills in English
  • Demonstrated ability to adapt to new technologies and learn quickly

Technical Qualifications (must have good skills in 2 of the following or more):

  • Experience of Compute (x86 Server, Windows, Linux) Storage, Network and Backup
  • Experience of Network (DC Core/Agg/Access, DataCenter Interconnect, etc.)
  • Experience of Storage (FC/FCoE, NAS, iSCSI, etc.)
  • Experience of VSI & VDI (ESXi, Hyper-V, etc.)
  • Knowledge of Converged & Hyperconverged Solution

Why Cisco


#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take the difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.