High Touch Engineer

Cisco Systems, Inc.; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in technology is seeking a High Touch Engineer in London to lead technical support for Enterprise Networking and Data Center solutions. This role demands strong analytical and troubleshooting skills, advanced Cisco expertise, and involves working closely with customers and internal teams to resolve complex network issues. Candidates should have a proven track record of success in supporting critical network environments.

Benefits

Paid time off for volunteering

Flexible Vacation Time Off policy

Employee resource organizations for community building

Access to medical, dental, and vision insurance

Qualifications

• 7+ years direct customer technical support experience in Enterprise Networking and Data Center.
• Expertise with Cisco data center and enterprise networking including Nexus and Catalyst products.

Responsibilities

• Provide escalation support and troubleshooting for critical network outages.
• Conduct root cause analysis and create corrective action recommendation reports.

Skills

Analytical skills

Troubleshooting skills

Crisis management

Communication

Education

Cisco Certification: CCNP Enterprise or Data Center

Cisco Certification: CCIE Enterprise or Data Center

Job description

Travel Requirement: Up to 25% travel to Customer sites.

Meet the Team:

We are seeking an Enterprise Networking and Data Center (CAT8k/9k, Nexus Route/Switch) skilled High Touch Engineer (HTE) to join our Customer Experience team to support a major US based Globally Systemically Important Bank (G-SIB). Be a part of Cisco's CX (Customer Experience) Organization, working closely with internal Cisco peers, (HTOMs, NCEs, PgMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.

Your Impact:

In this exciting customer facing role you will serve as an integrated member of the Cisco CX team supporting outcome-oriented engineering, implementation, and production support efforts as the primary technical support person for Problem Management of critical issues at the network level. You will be responsible for providing advanced network level services related to cases on the Cisco Expert Care account. You will also focus on diagnostics, root cause analysis, and recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Responsibilities:

• Escalation support and troubleshooting for critical network outages and complex network issues
• Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team.

Travel Requirement: Up to 25% travel to Customer sites.

Meet the Team:

We are seeking an Enterprise Networking and Data Center (CAT8k/9k, Nexus Route/Switch) skilled High Touch Engineer (HTE) to join our Customer Experience team to support a major US based Globally Systemically Important Bank (G-SIB). Be a part of Cisco's CX (Customer Experience) Organization, working closely with internal Cisco peers, (HTOMs, NCEs, PgMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.

Your Impact:

In this exciting customer facing role you will serve as an integrated member of the Cisco CX team supporting outcome-oriented engineering, implementation, and production support efforts as the primary technical support person for Problem Management of critical issues at the network level. You will be responsible for providing advanced network level services related to cases on the Cisco Expert Care account. You will also focus on diagnostics, root cause analysis, and recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Responsibilities:

Network Problem Management

• Escalation support and troubleshooting for critical network outages and complex network issues
• Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team.

Root Cause Analysis, at the Network Level

• A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident

Training

• Assist with identifying areas where training is needed

Quarterly Services Review

• A report on deliverables and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter
• Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & best practices review

Minimum Qualifications:

• 7+ years of direct customer technical support experience in Enterprise Networking and Data Center
• Expertise with Cisco data center and enterprise networking including the Nexus product family, Cisco Application Centric Infrastructure, Catalyst family routers and switches, Software Defined Access, Catalyst Center, QoS, IGP and EGP routing, macro- and micro-segmentation
• Cisco Certification: CCNP Enterprise or Data Center
• Strong analytical and troubleshooting skills
• Proven crisis management skills
• Strong written and verbal communication skills

Preferred Qualifications:

• Ability to work independently, with minimal instruction on routine work and general instruction on new assignments
• Prior experience giving onsite or remote technical support
• Prior TAC Experience
• Cisco Certification: CCIE Enterprise or Data Center

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and 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 haveaccess 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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days ofvacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Offpolicy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours ofunused sick timewill be carried forwardfrom one calendar yearto the nextsuch that the maximum number of sick time hours an employee may have available is160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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.

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