Technical Support Engineer - Cloud Collaboration

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  • Location:
    Krakow, Poland
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1418629

The Solution Support 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.


What You'll Do

  • You will support Cloud and Hybrid Products: Cisco WebEx (meetings and messaging), CMR Cloud and Hybrid, hybrid services and along with phone and conferencing end points connected to the cloud.
  • You'll 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 will contribute to 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;
  • You can innovate by identifying and working with your 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;
  • You will participate in delivering and exceeding customer service level commitments

Who You Are

  • You have a Bachelor's Degree in a technical field or equivalent field and relevant experience;
  • You have relevant experience in support of one or more of below: Unified Communications, Business Video Solutions, Telepresence, etc.
  • You can demonstrate and understanding of WebEx - Cloud application services, or Software as a Service (SaaS);
  • You have a good 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;
  • CCNA and/or CCNP Collaboration highly desired;
  • Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues;
  • Understanding of:
    • Networking - Routing Switching (TCP/QoS)
    • Microsoft Solutions (Exchange, Active Directory, LDAP)
    • SSL Certs - good to know
    • Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS
    • Cisco Telepresence
    • Protocols (SIP, RTP, DTMF, SAML, SMTP)
    • Web Proxy
    • Web API

 Why Cisco

#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” (40 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.

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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