Customer Support Engineer - Cloud Collaboration

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Collaboration, Video
  • Job Id
    1212220
New

What You'll Do

Technical Services is team of elite technical authorities whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through extraordinary business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Cloud Support Organization within Technical Services continue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS.

Who You'll Work With

The Cloud Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.

Who You Are

You will support Cloud and Hybrid Products: Cisco WebEx, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), hybrid services and along with phone and conferencing end points connected to the cloud. You can provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud. You'll engage with the Engineering Business Unit to influence the quality and serviceability of the products you support. You contribute technical documentation (not included in the product documentation) that's needed by customers to effectively troubleshoot the product/solution and available for use. You can innovate by identifying and working with your BU to improve tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution. You love mentoring and mentoring others to help them advance in their career. You will participate in delivering and exceeding customer service level commitments.

Required Skillsets:

  • You have a Bachelor's Degree in a technical field or equivalent field and 2 to 5 years related experience.
  • You have 2 - 3 years' experience in support of Cisco Unified Communications or Business Video Solutions.
  • You can demonstrate and understanding of WebEx - Cloud application services, or Software as a Service (SaaS).
  • You have a deep understanding of call control protocols
  • You have hands on experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
  • Your written, verbal and presentation skills are superb
  • English is required

Desired Cisco Product Knowledge:

  • CCNA and/or CCNP Collaboration highly desired
  • Minimum of 3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. “Real time” service support environment experience is highly desired.
  • Skilled understanding of:
  • Networking - Routing Switching (TCP/QoS)
  • Microsoft Solutions (Exchange, Active Directory, LDAP)
  • Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
  • Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
  • CUCM
  • Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
  • Protocols (SIP, RTP, DTMF, SAML, SMTP)
  • Web Proxy
  • Web API
  • Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
  • Lead by example, mentor, and train others
  • Ability to work with Engineering architects to influence serviceability and usability design

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are inspiring leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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