High Touch Engineer

Recruitment sector: On-site

Duty stations: Malaysia

The Customer Experience team is seeking a High Touch Engineer (HTE) to join the industry's brightest minds in developing and deploying today's most advanced networking technologies and solutions. In this role, you will assist designated mission-critical customers maintain their state-of-the-art networks at optimal levels by troubleshooting technical challenges and providing root cause analysis.  You will support the Technical Assistance Center (TAC) and provide work-arounds and solutions to technical issues.


In this role and together with the High-Touch Operations Manager, you will become the trusted advisor on technical matters to the customer and build solid, long-term relationships. You need to be a creative problem solver, comfortable with challenging the status quo, and rapidly responding to escalated issues.


Candidates must have the following abilities:

  • In-depth knowledge of Cisco routing and switching products and technologies (CCNA level acceptable, but higher-level certification desired)
  • In-depth knowledge of Cisco data center products and technologies (CCNA level acceptable, but higher-level certification desired)
  • Good knowledge of security and network management tools
  • Proven troubleshooting abilities in complex networks
  • Strong technical account management skills
  • Good technical English writing skills
  • English communication and presentation skills
  • Ability to work on virtual teams


The High Touch Engineer is also expected to:

  • Work on customer site
  • Quickly learn and acquire detailed knowledge of the customer's network, critical sites, operating procedures
  • Escalation support for critical network outages and complex network issues
  • Assist in maintenance window coverage
  • Regular scheduled review of open TAC Service Requests and working with engineers to achieve faster resolution
  • Holistic technical management of recurring network problems and collaboration with Network Optimization (NoS) Engineers to apply constant improvement to the customer’s network
  • Enhanced service delivery capability through broad understanding of customer's operational needs and integration with Cisco resources

Improve communication within Customer Experience and Sales teams to focus on customer success






Unique Identifier: mts2018_0042