Cisco Customer Support Engineer - Cloud TAC in Bangalore, India
Customer Support Engineer - Cloud TAC
Location: Bangalore, Karnataka, India
Area of Interest Technical Support
Job Type Professional
Technology Interest Networking
Job Id 1240601
What You’ll Do
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.
Provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud.
Engage with the Engineering Business Unit to influence the quality and serviceability of products.
Innovate – Identify and work with 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.
Incident Leadership - Coordinate or execute processes as needed for internal/external comms and management updates during production incidents/outages/maintenances.
Request, process, write, and manage delivery of RFO/RCA summary statements from Cloud Engineering.
Communicate and work effectively with staff at all levels of the organization and cross-functionally
Provide regular status to other service and delivery leaders on trends, issues, opportunities, and issues, and deliver constructive feedback both face to face and in writing. Who You’ll Work With Strategically positioned within the Cisco Services Organization, Cisco's Technical Assistance Centre (TAC) is a team of elite technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field. The Cloud Collaboration TAC 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. We provide tireless support to our customers, partners, account teams, and other TAC engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are the best! Who You Are
Graduates in Computer Engineering; Computer Programming; Information Technology; Management Information Systems & Computer Science
At least 3 – 5 years’ experience in support of Cisco Unified Communications or Business Video Solutions.
Troubleshooting experience and knowledge of VOIP/Video signalling
Understanding of WebEx - Cloud application services, or Software as a Service (SaaS).
Good understanding of call control protocols
Hands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
Fluent in English, written and verbal.
Strong customer focus and willing to help peer and customer with an attitude provide solutionsMinimum Qualifications: CCNP, CCIE Collaboration highly desired Minimum of 3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. “Real time” service support environment experience is highly desired. Skilled understanding of:
Networking – Routing Switching (TCP/QoS)
Microsoft Solutions (Exchange, Active Directory, LDAP)
Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
Protocols (SIP, RTP, DTMF, SAML, SMTP)
Web APIAbility to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues Lead by example, mentor, and train others Technically astute, willing and able to pick up technology and concepts and develop training and content Effective listening and strong communication skills (both verbal and written) Ability to work with Engineering architects to influence serviceability and usability design Comfortable in a fast-paced, self-guided, dynamic and demanding environment Why Cisco We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.