Customer Support Engineer - Cloud TAC

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Video
  • Job Id
    1217012
New
 

What You’ll Do

 
  • 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.

  • Provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud.

  • Engage with the Engineering Business Unit to influence the quality and serviceability of products.

  • Innovate – Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.

  • Incident Leadership - Coordinate or execute processes as needed for internal/external comms and management updates during production incidents/outages/maintenances.

  • Request, process, write, and manage delivery of RFO/RCA summary statements from Cloud Engineering.

  • Communicate and work effectively with staff at all levels of the organization and cross-functionally

  • Provide regular status to other service and delivery leaders on trends, issues, opportunities, and issues, and deliver constructive feedback both face to face and in writing.

Minimum Qualifications:

  • CCNP, CCIE 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

  • Technically astute, willing and able to pick up technology and concepts and develop training and content

  • Effective listening and strong communication skills (both verbal and written)

  • Ability to work with Engineering architects to influence serviceability and usability design

  •  Comfortable in a fast-paced, self-guided, dynamic and demanding environment

   

Who You’ll Work With

 

Strategically positioned within the Cisco Services Organization, Cisco's Technical Assistance Centre (TAC) is a team of elite technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field.

 

The Cloud Collaboration TAC 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. We provide tireless support to our customers, partners, account teams, and other TAC engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are the best!

 

Who You Are

 
  • Graduates in Computer Engineering; Computer Programming; Information Technology; Management Information Systems & Computer Science, with high academic score at graduate level.

  • At least 3 – 5 years’ experience in support of Cisco Unified Communications or Business Video Solutions.

  • Troubleshooting experience and knowledge of VOIP/Video signalling

  • Understanding of WebEx - Cloud application services, or Software as a Service (SaaS).

  • CCNA

  • Good understanding of call control protocols

  • Hands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)

  • Fluent in English, written and verbal.

  •  Strong customer focus and willing to help peer and customer with an attitude provide solutions

         

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 thought 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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