High Touch Engineer

hace 3 semanas


San José, San José, Costa Rica Cisco A tiempo completo

What You'll Do

In this engaging customer-facing position, you will establish solid working relationships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team, and the broader services organization. You will serve as the primary technical support contact for incident management of critical network issues.

  • Network Problem Resolution - Handling escalation support and troubleshooting for critical network outages (severity 1 & 2) and complex network issues
  • Root Cause Analysis at the Network Level - Providing a detailed report with root cause analysis, next steps, and corrective action recommendations for network incidents
  • Training - Identifying areas requiring additional training
  • Quarterly Business Review - Presenting a report on past deliverables, action plans, and upcoming activities plus conducting informal knowledge transfer sessions for troubleshooting skills enhancement through product training and best practices review

Who You'll Work With

The Global Enterprise Service Delivery Team is dedicated to driving new opportunities for Cisco and transforming clients' businesses globally. Building high-performing teams that are closely aligned with clients, comprehend their business priorities, and can facilitate the delivery of services to meet client needs. Collaboration with innovative colleagues in a dynamic culture that has earned Cisco global acclaim as a Great Place To Work.

Who You Are

If you possess a Service Excellence Attitude, exhibit collaborative skills across Cisco and customer interactions, and have the passion to work in a diverse team, meeting the following role requirements:

  • Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
  • Cisco Certification: CCIE Security
  • Minimum 5 years of direct customer support experience in Security technologies
  • Strong analytical and troubleshooting skills
  • Demonstrated crisis management capabilities
  • Effective written and verbal communication skills


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