Customer Support Engineer Cloud Collaboration

The 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, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), 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 2 to 5 years related experience;

· You have 2 - 3 years'experience in support of Cisco Unified Communications or Business Video Solutions;

· 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;

· Ability to work with Engineering architects to influence serviceability and usability design;

· Skilled understanding of:

o Networking - Routing Switching (TCP/QoS)
o Microsoft Solutions (Exchange, Active Directory, LDAP)
o Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
o Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS
o CUCM
o Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
o Protocols (SIP, RTP, DTMF, SAML, SMTP)
o Web Proxy
o Web API


Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things - and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco.