High Touch Engineer

What You’ll Do

Cisco’s government and enterprise customers receive personalized reactive services from a dedicated team of engineers as part of the CNS Service Team (Classified Network Support). Being part of the Customer Experience organization (CX), Cisco CNS Germany provides an enhanced third level support to differentiate our service from standard technical services and support!

The CNS team is expanding capabilities and as a new team member based out of Germany you will have the opportunity to work in a fun, challenging, diverse, and dynamic environment. Learning and sharing experiences is expected and part of the team’s growth and start up culture, while we continue to build the team and customized services.

You will drive customer satisfaction and take ownership for customer success. You identify, document, and resolve issues reported by our customers.You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.

Working directly with a team of highly experienced technical experts in multiple roles and technologies, as well as closely with business units and development teams in a global setting, you will be involved with proactive engagements and/or projects for a holistic customer service experience.

Minimum Requirements For This Role

In addition to your desire to work as a team member:

• Proficient in German and English
• You have a BS in a technical related field or equivalent related work experience
• Previous experience in reactive support and troubleshooting complex problems.
• Knowledge of common Cisco technologies, solutions and hardware platforms.
• Understanding of IP/TCP networking and security concepts
  
  

Preferred requirements for this role:

• You can think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
• You have excellent presentation and communication skills, to communicate effectively with customers.
• You are willing to cover shifts during regular business hours, as well as on-call shifts for service impacting issues outside regular business hours.
• Overall willingness to learn on the job and expand knowledge of implementing and supporting Cisco technologies and products as required.
• Enterprise Networking experience covering some of the following:- Cisco carrier-grade routers including CRS, ASR9K, NCS and IOS XR architecture; Fabric technologies (Overlay / Underlay / LISP / VXLAN / VNs / Nodes); Catalyst Center (DNAC)
• Firepower (FMC, FTD, ASA), ISE. (required); VPN Technologies; Secure Email (ESA), Secure Web (WSA), SMA, Secure Endpoint (AMP); Secure Malware Analytics (ThreatGrid); Catalyst Center (DNAC)
  
  

Why Cisco

We change the World, as a High Touch Engineer, you are passionate about Cisco and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our ground-breaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. 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!