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Job Description - Cisco Wireless High Touch Engineer

We are looking for a highly skilled High Touch Engineer (HTE) with expertise in Cisco wireless technologies to join our Customer Experience (CX) team. In this role, you will provide technical leadership and support to a major web-scale customer in the Bay Area focusing. You will handle high-visibility technical challenges, including pre-production testing issues, software defects, and critical production-impacting scenarios.

Key Responsibilities:

• Provide remote and onsite technical leadership, troubleshooting, and consultation for high-severity issues in the customer’s network.
• Resolve complex wireless network issues affecting connectivity, performance, and security across Cisco Wireless LAN Controllers (WLCs) and Access Points (APs).
• Lead efforts in troubleshooting and restoring service during wireless network incidents, identifying root causes, and implementing effective solutions to prevent recurrence.
• If applicable, perform in-depth analysis of wireless network performance data, RF environments, and client behavior to identify bottlenecks, anomalies, and areas for optimization.

Required Qualifications:

• Expert-level hands-on experience with Cisco Wireless LAN Controllers (WLCs), Access Points (APs), and advanced wireless protocols (802.11a/b/g/n/ac/ax).
• Proven track record in diagnosing and resolving complex wireless connectivity, performance, and security issues in large-scale enterprise environments.
• Excellent collaboration and communication skills to work effectively with customer teams and internal Cisco stakeholders.
• Prior experience with managing escalations in high-visibility environments.
• Familiarity with packet capture and analysis tools (e.g., Wireshark) for deep-dive wireless troubleshooting.
• This role provides a unique opportunity to lead a strategic partnership with the customer, enabling the successful deployment and operation of Cisco’s wireless solutions across customer enterprise
• Experience with scripting or automation for operational tasks and data analysis

Location: This is a remote position, but an ideal candidate will be based in US time zone, preferably in the Eastern or Central time zone. Occasional travel to customer or Cisco office may be required.

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Message to applicants applying to work in the U.S. and/or Canada:

The starting salary range posted for this position is $128,100.00 to $168,200.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be e