CUSTOMER DELIVERY ENGINEERING TECHNICAL LEADER

HCLTech; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

HCL Technologies Limited is seeking a seasoned technologist to lead customer delivery engagements and provide escalation support for large-scale solutions, leveraging deep technical expertise. You will mentor teammates, create intellectual capital, and collaborate with engineering to drive product improvements, while guiding architecture and service transitions for customers.

Responsibilities include shaping solution design, contributing to technical collateral, and ensuring successful outcomes

Qualifications

• BS in a technical field (CS/EE preferred) or equivalent with 8+ years of related experience.
• Experience with Catalyst Center, Catalyst SDWAN, SDA deployments, Fabric Enabled Wireless including Fabric In A Box.

Responsibilities

• Contribute effectively in the areas of Customer Problem Resolution; Innovation; Engineering Engagement; Intellectual Capital; Talent Development.
• Actively mentors and develops others.
• Leads the creation and sharing of intellectual property (content, training) including digital intellectual property (e.g. scripts, software assets).
• Interacts effectively with Engineering to solve complex problems, identifies serviceability issues and drives resolution with Engineering and other organizations.
• Provides technical expertise and guidance to resolve complex customer problems in support of escalations.
• Owner and keeper of our culture.
• Continuously learning and strengthening technical skills for relevant technical domain and adjacent technologies.

Job description

• Leads customer delivery engagements and/or provides escalation support for large scale solutions and complex issues through deep technical expertise.
• Provides leadership capabilities and insight for creation and sharing of intellectual capital, influences the Engineering team to improve products, actively mentors and develops others.
• Thought leader; collaborates cross functionally with internal stakeholders to showcase the value of Customer's services and solutions to customers.
• Drives customer technology transitions, influencing solution architectures and services
• Builds customer simulations to resolve/validate complex problems and compatibility issues
• Leads creation and dissemination of technical collateral, intellectual capital, documentation and knowledge transfer
• Provides technical expertise and escalation support in documenting and resolving technical problems found in products and solutions.
• Mentors and develops others

Role Specific Responsibilities:

• Contribute effectively in the areas of Customer Problem Resolution; Innovation; Engineering Engagement; Intellectual Capital; Talent Development
• Actively mentors and develops others
• Leads the creation and sharing of intellectual property (content, training) including digital intellectual property (e.g. scripts, software assets) in the most productive manner for various audiences, customers.
• Interacts effectively with Engineering to solve complex problems, identifies serviceability issues and drives resolution of the issues with Engineering and other organizations.
• Provides technical expertise and guidance to resolve complex customer problems in support of escalations.
• Owner and keeper of our culture
• Continuously learning and strengthening technical skills for relevant technical domain and adjacent technologies.

Support Services: Actively works with Engineering teams for addressing systemic product issues along with driving usability and serviceability concerns.

• Drives and facilitates NPI/TOI delivery for product and feature updates

Professional Services: Based on project requirements, consults and works with customers and Cisco stakeholders to plan, design, install, configure, integrate and/or optimize Customer’s suite of products, services to accelerate business outcomes

• Supports presale activities and translate business requirements into solution design

Scope: Interfaces internally and externally with customers, senior leadership, other Engineers, Partners, field personnel, CAP Managers, and internal engineering departments and product organizations.

Complexity: Is a technical expert in a broad area covering multiple technologies. Applies expected product behavior across industry practices. Knows how the technology is expected to work in the industry.

Expertise: Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 8+ years related experience.

Experience with Catalyst Center, Catalyst SDWAN, SDA deployments, Fabric Enabled Wireless including Fabric In A Box.