Touch Engineering Technical Leader; Remote

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.
• 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.