High Touch Engineer-EN

Be the focal point for customer, and first customer concern resource for CSE (Customer Support Engineer) on reactive technical issues on assigned high impact, key engagement(s). • Participates in weekly SR review calls organized by HTOM (High Touch Operation Manager). • Fixes, collaborates and follows up with TAC/HTTS (High Touch Technical Engineer)/CSEs to ensure timely resolution on service requests. • Shares knowledge with customer related to problem solving (teach how to fish). • Be the conduit between customer and other Cisco entities, e.g. CSE/ HTTS, BU (Business Unit), DE (Development engineering), NCE (Network Consulting Engineer), Partner concern etc and work hand in hand with them for faster issue resolution. • Leads RCA (Root Cause Analysis) effort, and as well as documentation & and presentation of the same to customer • Drive recreates in CALO Lab. Covers maintenance windows or any other pre-planned off-hours network activity. Provides technical, product and protocol level trainings to customer and HTTS teams as needs arise. Covers maintenance windows or any other pre-planned off-hours network activity. • Develop expertise in specific areas and customer deployment (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...) • Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction Qualifications: • May require some travel to customer locations in this role Fluent in English in both written and oral form. Expert in Linux base Operating Systems. Expert in Cloud and Virtual infrastructure. Expert in CVIM (Cisco Virtualized Infrastructure Manager) product. Capable of controlling and leading technical discussions. Capable of lead the escalation incident from technical front. Capable of providing technical guidance for support engineers in troubleshooting directions. Experience in support Telcom Service Provider clients Originally posted on Himalayas