High Touch Engineer-EN

• Be the focal point for customer, and first customer concern resource for CSE (Customer Support Engineer) on reactive technical issues on assigned high impact, key engagement(s).
• Participates in weekly SR review calls organized by HTOM (High Touch Operation Manager).
• Fixes, collaborates and follows up with TAC/HTTS (High Touch Technical Engineer)/CSEs to ensure timely resolution on service requests.
• Shares knowledge with customer related to problem solving (teach how to fish).

Be the conduit between customer and other Cisco entities, e.g. CSE/ HTTS, BU (Business Unit), DE (Development engineering), NCE (Network Consulting Engineer), Partner concern etc and work hand in hand with them for faster issue resolution.