High Touch Engineer (HTE) Service Provider

Job Description: High Touch Engineer (HTE) – Service Provider

Note: Immediate joiners and candidates with a notice period of up to 30 days will be prioritized.

Locations: Mumbai / Bangalore
Employment Type: Full-Time

Role Summary

We are seeking an expert High Touch Engineer (HTE) to serve as the critical technical focal point for complex Service Provider network problem resolution. In this role, you will provide deep technical leadership across Cisco’s advanced Service Provider portfolio, driving high-stakes root-cause analysis, cross-functional engineering alignment, and resilient end-to-end infrastructure solutions for our enterprise and carrier-grade clients.

Key Responsibilities

• Advanced Troubleshooting & Resolution:
  
  
  
  
  • Diagnose and resolve high-complexity customer issues spanning Cisco ASR routing, NCS routing platforms, IOS XR, MPLS, Segment Routing, Broadband, and Optical transport technologies.
  
  
  • Deliver comprehensive, end-to-end infrastructure-level problem resolution across Layer 2/3 network fabrics, overlays, virtualization layers, and compute/storage integrations.
  
  
  
  


• Root Cause Analysis (RCA) & Proactive Prevention:
  
  
  
  
  • Conduct deep-dive RCAs featuring rigorous root-cause findings, structured remediation paths, and proactive prevention strategies.
  
  
  • Manage software escalation referrals for critical or recurring anomalies across IOS XR, ASR, NCS, and related Service Provider platforms.
  
  
  
  


• Strategic Collaboration & Operations:
  
  
  
  
  • Partner with the High Touch Operations Manager (HTOM) to monitor operational trends, contribute to quarterly technical reviews, analyze performance metrics, and build strategic action plans.
  
  
  • Leverage deep contextual knowledge of customer network architecture and change-control processes to fast-track critical escalations.
  
  
  • Collaborate seamlessly with Account Teams, Cisco TAC, Product Business Units, and HTOM stakeholders to coordinate unified resolution strategies.
  
  
  
  


• Deployment & Ecosystem Leadership:
  
  
  
  
  • Provide remote or onsite support for complex network expansions, migrations, and architecture rollouts; act as Lead Engineer across High Touch Technical Support (HTTS) and TAC frameworks when required.
  
  
  • Foster long-term customer success by building enduring relationships and contributing reusable automation tools, diagnostic scripts, and best-practice documentation.
  
  
  
  

Minimum Qualifications & Experience

• Education & Experience: Bachelor’s degree in a technical field (Computer Science / Electrical Engineering preferred) or equivalent, backed by 5+ years of specialized networking experience; or a Master’s degree in a technical discipline.


• Communication & Execution: Exceptional verbal, written, and executive-level presentation skills, capable of commanding technical authority in front of enterprise stakeholders.


• Autonomy & Mindset: Highly self-driven, analytical, and autonomous, with a proven track record of untangling complex technical roadblocks in high-performance Service Provider networks.


• Agile Problem-Solving: Ability to evaluate strict operational requirements, architect solutions within defined constraints, and leverage agile methodologies for rapid delivery, testing, and value realization.

Technical Competencies – Service Provider Focus

• Platforms & Hardware: Cisco ASR 9000/1000 Series Routers; Cisco NCS 5400/5500/5600/6000 Platforms.


• Operating Systems & Protocols: Cisco IOS XR Operating System; MPLS, Segment Routing (SR-MPLS/SRv6), EVPN, LDP, Carrier Ethernet, and IP/MPLS Transport.


• Routing & Switching Core: BGP, ISIS, OSPF, RSVP-TE, QoS, CGNAT, BNG, Multicast, and IPv6.


• Architecture & Troubleshooting: Deep working knowledge of TCP/IP, STP, HSRP, VRRP, and Service Provider core/edge architectures. Expert-level packet-level analysis using tools like Wireshark.


• Telemetry & Tooling: IOS XR troubleshooting, Model-Driven Telemetry (MDT), and Crosswork/CNC/NCS toolsuites.


• Preferred Credentials: Active CCNP / CCIE Service Provider certification.


• Additional Advantage: Exposure to NMS, advanced monitoring tools, Service Provider security frameworks, infrastructure protection, and zero-trust architectures.