Carrières chez Cisco

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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