High Touch (Support) Engineer

Apply
  • Location:
    Cairo Al Qahirah, Egypt
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Internet of Everything, Networking, Security, Service Provider, Webex (Collaboration)
  • Job Id
    1418315

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results 🙂

High Touch Engineering Services is designed to help customers improve network availability and functionality to achieve their business goals. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible technical contributor delivering on our commitments. You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to intensified issues. With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, you're well positioned to become a trusted advisor capable of building solid, long-term relationships with customers.

Focus Areas/Initiatives/Deliverables:

  • Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.
  • Lead the troubleshooting effort on problem reported by customer on issues to restore services in timely manner.
  • Customer-specific designated support at network level
  • Issue support for critical network outages and complex network issues
  • Established Technical Relationship to support customer network operations
  • On-site visits
  • Able to assist in maintenance window coverage
  • Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution.
  • Holistic technical management of recurring network problems.
  • Enhanced service delivery capability through broad understanding of customer's operational needs and integration with assigned Cisco Services team.
  • Improve communication with other functional groups within Technical Services and Sales team to focus on customer success.

Who You Are

Candidate requirements:

  • Arabic language required
  • Professional fluency in English
  • Good customer communication & facilitation skills.
  • Proven ability of customer facing presentations, discussions and collaboration. Experience of playing a role of trusted advisor for customers
  • Experience of running the face to face issue & post issue discussion with customer tech management.
  • Experience on reactive technical support service work preferred. Knowledge of implementation and proactive support tasks. Experience in collaboration with proactive support teams.
  • Experience in analysis of effect of reactive support to customer business. Experience in preparation of outcome-based reports & QBRs preferred
  • Ability to articulate technical expertise to TAC/BU and customers. Operations experience, fix and analytical thinking, Root Cause Analysis (RCA) skills are highly desired
  • Deep knowledge of Cisco R&S, SP R&S, Security, DCN technologies and solutions such as
    • Strong SP high end platforms knowledge (ASR9K, NCS6K, NCS5K, ASR1K, etc)
    • MPLS Technologies (ISIS, LDP, BGP, MPLS TE, QoS, etc..)
    • BNG experience required
    • Legacy DC technologies (Nexus platforms based technologies like VPC, OTV, QoS, STP)
    • ACI experience required
    • Preferred hands on experience with Cisco security solutions like Cisco ASA , Cisco FirePower. ISE a plus
    • Candidate should have a good understanding of UCS servers for virtualized solutions.
    • Telco Cloud exposure (CVIM, Openstack, Vmware, OVF onboarding) is a big plus
    • Good understanding of DNS/AAA
  • CCIE R&S, CCIE SP, or CCIE DC highly desirable.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.  We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!  But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)  Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.  So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 


Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Share

Apply