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The Business Entity
New technologies and unprecedented demand for scalability are essential in managing infrastructure complexity, especially in light of today’s IT cost pressures. Cisco strives to create lasting relations with clients, achieving operational efficiency through delivery of desired operational goals and objectives as well as driving transformation.
CX HTE is a critical customer-facing role and leading customers’ business outcomes across and maximizing customer loyalty, satisfaction through Cisco services technical delivery’s value proposition. We are seeking a HTE to work with designated high-demand customers ensuring they receive premium-level technical support services. As the liaison between the customer and Cisco support organization, you will track everyone and everything that touches the Cisco technical services, driving improvements and ensuring excellence at every phase of assigned technology lifecycle management. With significant exposure both internally and externally, you will have the opportunity to make a difference in customer experience. As technical representation for Cisco Customer Experience (CX) Services in front of our clients, the candidate will be expected to have solid technical acumen in Service Provider’s Optical technology. The team holds accountability to work with other cross-functional teams to achieve key performance indicators.
HTEs must possess an ability to assess the criticality of situations and determine the optimal path to resolution. Excellent communication skills are warranted for communicating directly with customers and partners during high severity issues. The role calls for data review and trend analysis identifying the wholistic problems in customer environments to strengthen the customers network with proactive solution suggestions and analytics.
The Team
Global CXC Expert care is a team of elite technical experts whose #1 focus is to help customers plan, design, deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores. The team is group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. “Work hard, play harder” is the motto of the team.
Role & Responsibilities
- The HTE delivers the technologies, solutions and services which customers need to expertly manage their networks.
- In this role, you will be "Cisco’s face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments.
- You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues.
- Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge.
- Connects directly with Cisco customers and builds effective working relationships while solving their issues.
- Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.
- Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.
- Review and analyze trends and assist in providing quarterly reports detailing corrective action plans planned for the next quarter.
- Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations.
- Leverage industry best practices and detailed understanding of the customer’s infrastructure.
- Setting up weekly cadences to review technical issues.
- Review historic customer data to identify trends and enable problem management
- Handle multiple customers for aforementioned needs remotely or onsite.
Minimum Qualifications:
- Broad technical knowledge of the data center and its components: Applications, Storage, Network, Server and projects surrounding their planning, design, implementation, operation, and optimization.
- Good in DataCenter technology domain with demonstrated expertise in the following areas – ACI, Nexus, UCS, Hyperflex and Virtualization.
- Demonstrable experience in implementing DataCenter solutions across key customer segments.
- Experience in preparing, planning, and designing, implementing and optimizing DC solutions and a broader understanding of the DC industry.
- Understanding of basic components of ACI fabric (Tenant, BD, VRF, APIC), Nexus DC technologies such as vPC, FabricPath, OTV, VXLAN,
- Must have knowledge of Data Center Networking and various Cisco components (NEXUS, UCS, etc.) that can deliver these capabilities.
- Must have knowledge of Cisco’s data center technologies and how to successfully configure these devices to implement various forms and versions of the cloud, including Nexus, NAS, and Virtualization.
- Must have knowledge of Cisco’s Data Center Product Line: Nexus Products (N9k, N7K, N5k, N2k, N1kV), Catalyst products (65xx, 49xx switches), and UCS.
- Data Center Layer 2 overlays for example VXLAN, OTV, EVPN
- Network management protocols for example PTP, NTP, DNS, DHCP, NMS, SNMP
- Traffic management for example queuing, policing, shaping.
- Routing Protocols and features for example OSPF, ISIS, MBGP, IBGP, PBR, BFD
- Layer 3 Overlay Protocols for example OTV, LISP
- Multicast protocols for example PIM, IGMP, RP, BSR
- Layer 3 security features for example CoPP, ACL's, DAI, ip source guard
- Hands-On experience with a fundamental working knowledge of computer and networking industry, products and protocols including TCP/IP LAN/WAN Architecture, Routing Protocols such as BGP and OSPF.
- Understanding of Linux systems.
- Understanding of virtualization technologies such as VMWare and KVM
- Understanding of Cloud Technologies such as AWS, Azure, and Openstack
- Understanding of security technologies, digital certificates, X.509, IPSec, TLS, SSL
- Monitoring services for example Netflow
- Policy driven External Fabric Connectivity for example L2/L3 connectivity
- Examine requirements and provide solutions within the constraints specified. Follows the agile methodology for fast solution delivery, testing, and value realization.
- Presentation Skills: Executive level presentation skills, able to communicate complex solutions to non-technical audience successfully to help drive business growth and outcomes.
- A self-starter – able to thrive in an unstructured environment.
- CCIE is preferred.
- Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 8 years related experience or MS in a technical field (CS/EE preferred).
About Cisco
Cisco technology is creating a world of potential. We are pioneers and have been since the early days of connectivity. Our expert solutions are backed by our unmatched customer service. 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. Imagine creating unprecedented disruption. 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.