Technical Consulting Engineer

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
    1427577

 

The Business Entity

Cisco’s Technical Assistance Center is team of world-class technical experts 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 outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Cloud Support Organization within Customer Experience continue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS.

The Team

The Cloud Services team provides second/third level technical support for Cloud / Hybrid solutions and Cloud-enabled endpoints 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 and collaborate with other TAC engineers to resolve issues.

Role & Responsibilities

  • Support Cloud and Hybrid Products: Jabber IM (Cloud), CMR Cloud and Hybrid, Webex Services (Call, Message, Meet), Webex Teams Hybrid Services, along with phone and conferencing endpoints connected to the Cloud.
  • Provide highest-level technical support to help resolve complex customer problems from on-premise 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.

Required

  • Typically requires BS in a technical field or equivalent plus 2 to 5 years related experience.
  • At least 3 - 5 years’ experience in support of Cisco Unified Communications or Business Video Solutions.
  • 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)
  • Strong written, verbal and presentation skills

Desired Skills

  • 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.
  • Cisco Unified Communications Manager
  • 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

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? 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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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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