Cisco High Touch Engineer – Service Provider Networks

We’re Hiring: Senior Cisco High Touch Engineer – Service Provider Networks

Location: Vietnam

Employment Type: Full-time, 12-month renewable employment term

Environment: Mobile and Fixed Broadband Networks

We are seeking an experienced Cisco High Touch Engineer to provide advanced technical support and advisory services to a leading telecommunications service provider in Vietnam.

The engineer will support large-scale mobile transport, IP/MPLS backbone and fixed broadband network environments. This is a senior, customer-facing role requiring strong Cisco IOS XR expertise and the ability to troubleshoot complex, service-impacting network issues.

Key Responsibilities

• Serve as a senior technical advisor and primary technical contact for the assigned Service Provider customer.
• Provide proactive and reactive technical support across mobile transport, IP backbone, metro aggregation and fixed broadband networks.
• Troubleshoot critical incidents affecting network availability, performance and customer services.
• Lead technical investigations, root-cause analysis and problem-resolution activities.
• Work closely with Cisco TAC, engineering, product specialists and customer operations teams on complex escalations.
• Review network architecture, device configurations, software versions and operational practices to identify risks.
• Support network changes, migrations, capacity expansions, software upgrades and maintenance activities.
• Develop and review Methods of Procedure, implementation plans, validation procedures and rollback plans.
• Monitor technical cases, product defects, software advisories and network lifecycle risks.
• Provide recommendations to improve network resiliency, scalability, convergence and operational stability.
• Participate in regular service reviews and provide clear technical updates to customer stakeholders.
• Conduct knowledge-transfer sessions for the customer’s network engineering and operations teams.
• Produce incident reports, root-cause analysis reports and other technical documentation.
• Support planned maintenance and critical incidents outside normal working hours when required.

Required Experience and Skills

• At least 7 years of experience supporting Service Provider, telecommunications or carrier-grade IP networks.
• Strong hands-on experience with Cisco IOS XR.
• Practical experience with Cisco Service Provider platforms such as ASR 9000, NCS 540, NCS 5500, NCS 560, NCS 6000 or Cisco 8000 Series.
• Advanced knowledge of BGP, OSPF, IS-IS, MPLS, L2VPN, L3VPN, QoS and multicast.
• Strong understanding of IP/MPLS backbone, provider edge, metro aggregation and internet peering architectures.
• Experience supporting mobile transport, mobile backhaul or telecommunications transmission networks.
• Knowledge of fixed broadband architecture and technologies such as Broadband Network Gateway, subscriber management, PPPoE, IPoE, IPv4/IPv6 and Carrier-Grade NAT.
• Experience troubleshooting routing instability, packet loss, latency, congestion, convergence and service-impacting incidents.
• Experience with network migrations, software upgrades, change implementation and post-change validation.
• Ability to analyse router configurations, system logs, packet captures and diagnostic information.
• Strong incident ownership, problem-solving and customer-management capabilities.
• Good written and spoken English.
• Vietnamese language capability for customer communication.
• Must be based in Vietnam or legally eligible to work in Vietnam.

Preferred Qualifications

• Experience with Segment Routing, SR-MPLS, SRv6, EVPN, BGP-LU or traffic engineering.
• Knowledge of network automation and programmability using Python, Ansible, NETCONF/YANG or REST APIs.
• Experience with model-driven telemetry or network assurance and monitoring platforms.
• Previous experience supporting a mobile network operator or large fixed broadband provider.
• Previous experience as a High Touch Engineer, Network Consulting Engineer, Customer Support Engineer, IP Network Expert or Service Provider Technical Lead.
• CCNP Service Provider certification or equivalent technical competency.
• CCIE Service Provider certification would be a strong advantage.

Candidate Profile

The successful candidate should be technically strong, customer-focused and able to remain composed during major network incidents. The position is best suited to someone who has supported a large telecommunications operator and can take ownership of complex technical issues from investigation through to resolution.