TECHNICAL CONSULTING ENGINEER - Cloud TAC
Area of InterestEngineer - Network
Technology InterestCollaboration, Video
What You'll do
Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks optimally while delivering the best possible customer experience. Our success is validated through outstanding 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.
Role & Responsibilities
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 the products you support.
Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.
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.
Coach and mentor others to help them advance in their career.
Participate in delivering and exceeding customer service level commitments.
Typically requires Bachelor of Engineering/Technology/BSc in a technical field or equivalent plus 2 to 5 years related experience.
At least 2 – 3 years’ experience in support of Cisco Unified Communications or Business Video Solutions.
Troubleshooting experience and knowledge of VOIP/Video signaling
Understanding of WebEx - Cloud application services, or Software as a Service (SaaS).
Good understanding of call control protocols
Hands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
Strong written, verbal and presentation skills
CCNP, CCIE in collaboration will be helpful
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.
Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
Protocols (SIP, RTP, DTMF, SAML, SMTP)
Ability to provide leadership across entire teamwork 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
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything – people, process, data and things – and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.