ENGINEER.CUSTOMER SUPPORT - Telecom with IoT What You'll Do Role & Responsibilities: Who You'll Work With Who You Are Preferred Why Cisco

Job description

What You'll Do

We are seeking a full time Technical Support Engineer to join our team. This assignment is a highly visible and challenging role, responsible for providing support to our external customers.

Role & Responsibilities:

·Provide technical support to Jasper Customers worldwide for Jasper products
·Identify, diagnose, analyze SaaS software bugs, connectivity issues, network configuration, API and file transfer issues
·Maintain and document customer interactions in our case tracking tool
·Be an effective advocate for the customer and deliver an excellent customer experience
·Document procedures, processes and identify frequently asked questions
·Communicate and collaborate with multi-functional teams to debug and analyze technical issues encountered to ensure the Customer's complete satisfaction
·Publish and distribute service bulletins and other notices as required
·Willing to staff a weekly on-call shift on a rotational basis.
Who You'll Work With
The Internet-of-Things (IoT) is now in its hyper-growth phase and Cisco is the pioneer and leader in IoT platforms. Cisco-IoT has designed its industry-leading software-as-a-service (SaaS) IoT platform to enable companies of all sizes to rapidly and cost-effectively launch, manage and monetize IoT services on a global scale. When an enterprise evolves to embrace IoT, it transforms into much more than a product business. It becomes a service business, capable of automatically handling customers' entire IoT service lifecycle, delivering increased customer value and unlocking new sources of revenue. More than 3,500 companies, including many of the world's top brands, choose Cisco to fast-track their IoT services. Cisco is well positioned to use its existing strength in the IoT space and provide enterprise customers a broad suite of IoT services such as enterprise Wi-Fi, Fog computing, security for connected devices, and advanced analytics to better handle device usage. Our enterprise customers span Connected Car, Connected Home, tablets, smart meters, medical devices, connected construction equipment, plus thousands more devices from iPhones and Kindles to dog trackers.
Who You Are
Required
·BA or BS in Computer Science or related technical fields or equivalent experience
·Minimum of 3 years of experience in Technical Support
·Support experience in a high-tech environment providing remote B2B 24x7 critical support to an international customer base
·Experience using case management and bug tracking tools such as Salesforce, Jira
·Excellent written, verbal and interpersonal skills
·Able to work independently, responding to customer issues and driving them to resolution without supervision
·Fluent English speaking/written skills required
Preferred
·Fundamental understanding of GSM, GPRS, LTE networks and SS7, RADIUS, SMPP protocols
·Fundamental knowledge of carrier network key nodes such as HLR/HSS, MSC/VLR, SGSN/MME, GGSN/PGW, SMSC, STP
·Knowledge of internet of things (IoT or M2M) verticals and evolving connected car call flow
·Experience with tools like Splunk, Anritsu, Grafana, and building SQL queries
Why Cisco
At Cisco, each person brings their different 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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.