High Touch Engineer

High Touch Engineer Job Description Template

Our company is looking for a High Touch Engineer to join our team.

Responsibilities:

  • Provide Network Problem Resolution, Root-Cause Analysis, Software Referral assistance as per contracted agreement with named customer;
  • Solve issues related to Routing (OSPF, BGP, EIGRP), Multicast, QoS, etc;
  • Earns the confidence of customers and is able to use the confidence to achieve results;
  • Collaborates with all levels of CSEs, NCEs, SEs, Cisco Business Unit;
  • Provides support on a world-wide basis;
  • Works on problems of diverse scope requires evaluation of identifiable factors;
  • Collaborates with Engineering on complex product and software issues, driving resolution of software defects;
  • Provides mentorship, mentoring & leadership to new hires and less experienced engineers;
  • Connects with customers and partners across functions and boundaries to achieve significant results;
  • Provides systems/product training to internal partners and customers.

Requirements:

  • CCIE strongly preferred;
  • At least 5 years of experience solving Routing/Switching issues across Cisco platforms running IOS, IO-XR and NX;
  • Very strong Problem Solving skills;
  • Ability to drive recreates remotely;
  • Strong Layer 3 and 2 knowledge as this position will primarily focus on supporting Cisco’s Routing & Switching platforms;
  • Demonstrated excellence in customer interaction, written and verbal communication, and assertive leadership;
  • Strong documentation skills to be utilized for case management, knowledge capture, defect management and Trainings;
  • Validated crisis management skills, and the ability to excel under pressure;
  • Typically requires BS in CS or EE or equivalent;
  • Minimum 8 years of overall networking experience, including configuring, analyzing & fixing complex networks.