API Developer Support Services - 1263663

The Cisco Global TAC organization is seeking a seasoned individual to join the Cisco Cloud Collaboration Technical Services team, responsible for providing Developer Support for Webex APIs.

The position entailsenterprise-class relationship, incident, and escalation support as part of the overall Cisco WebEx support offering, ensuring key aligned customers and executive contacts are handled as a part of the larger Cisco account and service delivery teams.

Responsibilities:

• Work directly with developers, project managers, account teams, and executives on finding solutions through our integrating solution APIs.
• Triage and escalation assistance for aligned customers to Engineering/Operations/Product teams.
• Gather logs directly from production servers, and analyze to provide detailed solutions to account management and engineering teams.
• Update and organize support documentation.
• Answer and provide solutions on the developer forums
  Work with Cisco WebEx operations teams to understand, approve, and communicate changes through robust change control process to customer.
• Must be able to review and understand source code.
• Assist with delivery of RFO/RCA statements from operations teams.
• Ensures that the Cisco Cloud TAC team is aware of changes / maintenances to service offerings and customer implementations.
• Maintains an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed.
• Document customer environment notes and support process procedures/playbooks for technical support.
• Research and resolve customer inquiries including customer follow-up and appropriate escalation when necessary.
• Communicate and work effectively with staff at all levels of the organization.
• Handle customer escalations and complaints, routing or handling as needed within Cisco Cloud Collaboration TAC.

Required Qualifications & Experience:

• 2-5 years experience supporting delivery of collaborative Software as a Service (SaaS) applications.
• Must have demonstrated skills in managing frontline customer support escalations.
• Experience in delivering services to large Enterprise customers.
• Excellent verbal and written communication skills.
• Comfortable in a fast paced, self-guided, dynamic and demanding support environment.
• Excellent analytical and problem solving skills. Strong understanding of analytical methods and data modeling is highly desirable.
• Demonstrated ability to understand, share, follow and implement Technical Support processes.
• Creativity and analytical thinking help provide customer facing solutions to deliver an exceptional support experience.
• Strong understanding of HTTP, TCP/IP, and SSL.
• Intermediate Linux command line and server management.
• Scripting Language are required. Python(preferred), Perl, Ruby, etc.
• Understanding of software development practices, and software development tools.
• In-depth technical experience of XML-based API platforms as well as REST and URL API's.
• Familiarity with OAuth, SAML, or Single Sign-on standards.
• Ability to travel 1-2 times annually.