High Touch Engineer (HTE) - Cisco Enterprise Support

About the role

An experienced High Touch Engineer is sought to provide advanced technical support for Cisco network infrastructure and enterprise customers in Singapore. The role covers troubleshooting complex network issues, ensuring high availability, driving root-cause analysis and delivering excellent customer support.

Key responsibilities

• Diagnose and resolve complex network issues across enterprise environments.
• Act as the primary technical escalation point and drive Root Cause Analysis (RCA).
• Support Cisco networking technologies, ensuring optimal network performance and availability.
• Take part in customer case reviews, technical discussions and Quarterly Business Reviews (QBRs).
• Give technical guidance, product training and support to customers and internal teams.
• Maintain accurate technical documentation and configuration records.

Required profile

• 5+ years of experience in enterprise networking and technical support.
• Bachelor's degree in Computer Science, IT or a related field.
• Preferred: experience handling enterprise customers and critical network escalations; ability to work independently in a fast-paced support environment.

Required skills

• Strong troubleshooting and RCA skills in large-scale networks.
• Hands-on experience with Cisco networking technologies and products.
• Strong knowledge of enterprise networking, routing, switching and network infrastructure.
• Excellent customer communication and stakeholder management.
• Preferred: Cisco CCNP / CCIE certification, and knowledge of Cisco SD-WAN, Wireless, Data Center, ACI and Security technologies.