High Touch Engineer

This is for Remote perhaps a few onsite a year. Based any where working PT hrs.

Ideally, West coast location.

Leads the technical deliverables of Expert Care services (including legacy TS/SP Advantage and FTS services). Provides reactive support and builds a relationship with the customer s operational team(s), typically Service Operations or Network Support.

We are seeking a Wireless LAN/XE-skilled Technical Consulting Engineer (TCE) to join our Customer Experience team to support a major US based Service Provider. You will be providing remote technical support for some of the common Cisco Wireless platforms such as C9800 WLC, C91xx and AIR-3800 Client, and as well as Cisco Prime Infrastructure in customer's production network.

You will be part of Cisco's CX (Customer Experience) Organization. You will work very closely with our HTOM, HTEs, NCEs, SEs, as well as the Service Delivery Manager (SDM) aligned to this engagement, partnering with them to provide timely resolution to customer cases. You will establish and maintain close relationships with your internal Cisco peers, (HTOMS, COMs, NCEs, SDMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.
In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain and Account Team. This is a superb opportunity for someone with patience and a conscientious view of the customer to hone their skills and advance their career contributing to customers while working with an industry leader in networking technology.

First and foremost, you enjoy troubleshooting and solving problems. You also possess an in-depth knowledge of Cisco Wireless LAN and 802.11 related technologies. You have experience giving onsite or remote technical support and speak English fluently. You also work independently, receiving minimal direction, with no instruction on routine work and general instruction on new assignments.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a phenomenal opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology. Business impact of this role is major.

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 3-5 years related experience.
Must have in-depth technical knowledge in the following areas:
Cisco IOS-XE Catalyst Wireless LAN Controllers
Cisco Wireless Access Points: COS Access Points
Cisco Prime Infrastructure and BLE technology

Ability to analyze, use and configure medium and large enterprise networks
Ability to work independently, as this position only receives minimal direction with no instruction on routine work and general instruction on new assignments.
Able to isolate and resolve problems, and deliver known solutions with a high level of customer satisfaction.

Desired Skills
Python Scripting, API, Automation & Programming skills
System Admin level expertise in Linux and Open-Source technologies
Excellent written and oral skills Comments for Suppliers: This is for Remote perhaps a few onsite a year. Based any where working PT hrs.

Ideally, West coast location.