Cisco High Touch Engineer 

Germany, Hesse 

857458863

Cisco’s government and enterprise customers receive personalized reactive services from a dedicated team of engineers as part of the CNS Service Team (Classified Network Support). Being part of the Customer Experience organization (CX), Cisco CNS Germany provides an enhanced third level support to differentiate our service from standard technical services and support.

The CNS team is expanding capabilities and as a new team member based out of Germany you will have the opportunity to work in a fun, challenging, diverse, and dynamic environment. Learning and sharing experiences is expected and part of the team’s growth and start up culture, while we continue to build the team and customized services.

• You are a technical expert in (Cisco) Enterprise Networking or Security technology area and willing to learn and expand your expertise with Cisco.
• You drive customer satisfaction and take ownership for customer success. You identify, document, and resolve issues reported by our customers.
• You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.
• You work directly with a team of highly experienced technical experts in multiple roles and technologies, as well as closely with business units and development teams in a global setting.
• You are willing to consult on proactive engagements and/or projects (depending on experience) for a holistic customer service experience.

In addition to your ability to work as a team member:

• You can think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
• You have excellent presentation and communication skills, to communicate effectively with customers.
• You are fluent in German and English.
• You have a BS in a technical field or equivalent related work experience.
• You are willing tocover shifts during regular business hours, as well as on-call shifts for service impacting issues outside regular business hours.
• Previous experience in reactive support, operations or troubleshooting complex technical problems is an advantage.
• Relevant existing CCNA or CCNP or CCIE certification is a plus.

• Understanding of IP/TCP networking and security concepts.
• Knowledge of common Cisco technologies, solutions, and hardware platforms.
• Hands on troubleshooting experience.
• Overall willingness to learn on the job and expand knowledge of implementing and supporting Cisco technologies and products as required.
• Willingness to pursue CCNP/CCIE level certifications.

• Firepower (FMC, FTD, ASA), ISE. (required)
• VPN Technologies.
• Secure Email (ESA), Secure Web (WSA), SMA, Secure Endpoint (AMP).
• Secure Malware Analytics (ThreatGrid).
• Catalyst Center (DNAC)

• Enterprise/Campus Routing and Switching, Wired/Wireless, Carrier Ethernet, QoS.
• Cisco carrier-grade routers including CRS, ASR9K, NCS and IOS XR architecture.
• Fabric technologies (Overlay / Underlay / LISP / VXLAN / VNs / Nodes).
• Catalyst Center (DNAC)