Technical Consulting Engineer - Linux/AWS/Kubernetes - Experience (3-6 Yrs)

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  • Location:
    Hyderabad, India
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Services & Software
  • Job Id
    1435425

This position is with Cisco’s Webex Technical Support team. Webex provides leading cloud communications platforms that enable enterprises to automate customer interactions and deliver seamless experiences across 10+ channels. Our vision is to help organizations adopt mobile technologies for better engagement with their customers in the digital world. With deployments in 60+ countries, processing billions of digital touch points monthly, we are a trusted cloud communications software and solutions provider to blue-chip businesses around the world. Organizations are faced with barriers and complexities when trying to transform how they engage with their customers in the world of digital communications, and we are at the forefront of all that is hot in technology, from omni-channel customer engagement to artificial intelligence. You will be joining an energetic start-up-like team building a multichannel customer engagement platform to support thousands of business customers and handle millions of customer communications every day. It is the perfect time for you to join our team, build a scalable platform with traditional and new channels like SMS, WhatsApp, RCS, and email, to take on significant responsibilities and make a direct contribution to the business growth.

What You’ll Do

  • Monitor, analyze, and troubleshoot performance and reliability issues across servers, networks, and applications to ensure high availability and optimal performance.
  • Serve as a key technical point of contact for both internal and external customers, handling service-related queries via calls and emails with professionalism and efficiency.
  • Manage support tickets, coordinate with L2/L3 teams and vendors, and ensure timely resolutions to maintain uninterrupted service and high customer satisfaction.
  • Perform incident, problem, and change management activities in alignment with ITSM, QMS, and ISMS frameworks; contribute to accurate and timely reporting.
  • Investigate and resolve alerts from tools like Zabbix, Icinga, Grafana, CloudWatch, and Azure Monitor, ensuring rapid diagnosis and appropriate escalation when necessary.
  • Oversee SLA compliance related to service uptime, response, and resolution timelines; conduct service transitions and gap analysis during handovers from project teams.
  • Troubleshoot infrastructure issues using strong foundational knowledge of Linux, networking, and databases.
  • Leverage experience in Azure and AWS environments to support cloud infrastructure operations and monitoring.
  • Collaborate with cross-functional teams to drive operational excellence and continuous improvement in system support and service delivery.

Who You’ll Work With

Our team's goals include ensuring seamless operation of Cisco's Webex applications through proactive maintenance, resolving technical issues promptly, and enhancing customer experiences across digital channels. We report on system performance, implement improvements, and support business growth by demonstrating cloud technologies and automation. Working on the Webex Technical Support team offers the opportunity to be at the forefront of digital communications technology, supporting a platform used globally by blue-chip businesses. You'll collaborate with a diverse, innovative team in a start-up-like environment, where you can directly impact the scalability and reliability of our multichannel customer engagement platform. A top performer on our team would proactively address technical challenges, applying expertise in Linux, MySQL, AWS, Azure, Kubernetes, and scripting to optimize system performance and reliability. They would excel in solve complex issues, collaborate effectively across multi-functional teams, and give to continuous improvement initiatives through automation and process enhancement.

Who You Are

  • Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
  • The ideal candidate should have substantial technical proficiency with a minimum of two years of experience, possessing expertise in cloud environments (AWS and Azure), Linux server management, Python scripting, database administration, and various DevOps tools and technologies, along with a good understanding of Kubernetes and containerized applications.

Key Skills:

  • Skilled in identifying and troubleshooting system issues through alert analysis using tools such as Zabbix, Icinga, Grafana, Azure Monitor, and CloudWatch.
  • Solid understanding of Linux system administration and networking concepts.
  • Familiar with relational and NoSQL databases such as MySQL and MongoDB.
  • Knowledge of cloud platforms, including provisioning and monitoring on Microsoft Azure and Amazon Web Services (AWS).
  • Working knowledge of ITSM tools (e.g., ServiceNow, JIRA) and experience in managing SLAs and service reports.
  • Strong communication skills with a focus on customer service and technical troubleshooting.
  • Experience with enterprise support environments and understanding of change, incident, and problem management processes.
  • Ability to analyze data, identify recurring issues, and contribute to process improvements and automation.

Note:

Flexibility to work in rotational shifts to ensure comprehensive support coverage.




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Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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