High Touch Engineer - Security
San Jose, Costa Rica
hace 5 días

The Business Entity

Cisco seeks a High Touch Engineer (HTE) whose role is to provide in depth Network Security expertise to Service Provider customers.

The Team

The CX SP Latam High Touch Delivery Team is focused on helping to drive new opportunities for Cisco and in transforming our clients.

Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs.

As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.

Role & Responsibilities

  • Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.
  • Earns the confidence of customers and is able to use the confidence to achieve results. Collaborates with Engineering on complex product and software issues, driving resolution of specific bugs.
  • Security, SP technologies.
  • Provides systems / product training. Provides guidance & leadership to less experienced engineers.
  • Solves complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.
  • Lead technical weekly case reviews with your region's client support and engineering teams. Lead case resolution with emphasis on high severity by coordinating right technical resources.
  • Provide technical / operational input to regular reviews on activities and deliverables provided, as well as observed technical symptom trends, remediation, and other related topic.
  • Periodical customer visits.
  • Minimum Qualifications

    Do you have a Service Excellence Attitude to ensure customer success? Are you able to collaborate across Cisco and work with our customers to achieve your goals?

    Do you have the passion and demonstrated the ability to learn and work in a multicultural team environment to be successful in this position?

    If so, our minimum requirements for this role are :

  • Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
  • 5 years' experience in networking / telecommunications industry.
  • CCIE R&S, SP or Security (minimum CCNA and / or CCNP)
  • At least 5 years' experience troubleshooting Routing / Switching and Security across Cisco platforms.
  • FirePower 2100 / 4100 / 9300, ISE, IronPort, ASA5K
  • Excellent presentation, communication / interpersonal engagement skills.
  • Strong analytical and troubleshooting skills
  • Proven crisis management skills, and the ability to excel under pressure.
  • Fluent English language skills.
  • Highly Desired Skills

  • Ability to function effectively in ambiguous circumstances. Key involvement in cross-functional teams to resolve major customer issues.
  • Leads team collaboration extending beyond workgroup.

  • Strong documentation skills - to be utilized for case management, knowledge capture, defect management and trainings.
  • Very strong problem solving skills.
  • Ability to drive recreates remotely Many issues result in the engineer needing to perform a recreation of the customer problem in order to isolate the issue and resolve.
  • Why Cisco

    The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide.

    We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services.

    As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond.

    Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.

    With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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