Cisco Product Specialist Engineer - Cloud Collaboration Meeting Services - US Remote in Offsite, California

Product Specialist Engineer - Cloud Collaboration Meeting Services - US Remote

  • Location: Offsite, California, US

  • Additional Location(s) United States - West Coast, Midwest, Central

  • Area of Interest Technical Support

  • Job Type Professional

  • Technology Interest Collaboration, Video

  • Job Id 1231831

Job Title: Product Specialist Engineer (Sr. Escalation Engineer - Collaboration - Meeting Services)

What You'll Do

Can you demonstrate a real interest in technology/IT/Telecommunications, either through work experience or perhaps a hobby? If so, we are actively seeking candidates for role of Product Specialist Engineer as a key part of our R&D Escalations team.

You will be based in the US, ideally on the West Coast, and working directly with the developments team, but also part of a small, tightly knit global Escalations team.

As a Product Specialist, you will work in an incredibly fast paced environment where you will learn new things every single day. You will tackle complex technical problems and work very closely with developers and QA to drive solutions for customers. You will quickly become an acknowledged product expert in Cisco and you will play a pivotal role in aiding and educating Cisco’s broader support organisation, dealing with challenging customer problems and creating a bridge between R&D and customer-facing teams.

The development teams you will work alongside will rely on your unsurpassed product and solution knowledge to help them fix complex product issues and ensure feature development integrates well within the overall solution. It is an opportunity for a person who is interested in software development, QA and customer support. In return we offer the opportunity to work alongside the best engineers in the industry, responsible for supporting some of the world’s leading-edge technology.

Primary Responsibilities of Product Escalations Engineer

  • Technical product specialisation in one or more Cisco collaboration products and overall knowledge of the solution including Cisco Meeting Servers, Telepresence, Cisco Collaboration Endpoints, etc.

  • Final tier of support in Cisco, working directly with Cisco’s global support organisation and other Cisco BUs.

  • Troubleshoot complex customer problems and work closely with development and QA to drive solutions for product defects.

  • Manage high priority customer escalations and drive maintenance releases.

  • Strong hands-on networking and communication protocol knowledge (TCP/IP, SIP, H.323, real-time video/audio codecs, etc).

  • Build and maintain product knowledgebase and be first point of contact for other Cisco engineering teams.

  • Create, develop and maintain tools and systems to aid support role.

  • Help shape future features to ensure the best field supportability.

Who You'll Work With

The Product Specialist Engineer will report the Cisco Collaboration Escalations R&D organization. You will be working in a team of engineers/developers who provide 3rd line technical support to Cisco’s Technical Assistance Centre (TAC),

Who Are You

You are a Senior Collaboration Engineer with strong technical expertise in the design, installation, configuration and troubleshooting of Cisco collaboration products such as WebEx Conferencing, Meeting Servers, VoiP, and Video. You will also possess sound TCP/IP networking troubleshooting experience and strong SIP protocol background.

Skills required:

  • Strong technical aptitude to grasp/analyse/reproduce challenging problems for high-priority customer engagements.

  • Excellent written & verbal communication skills – especially important in a customer facing role.

  • Ability to grasp new technologies, willingness to learn and have genuine interest in troubleshooting challenging problems.

  • Work under pressure for multiple demanding customer escalations.

  • Ability to self-motivate and excellent team working skills.

  • Proven track record of learning new technologies and features on own initiative.

  • A demonstrable passion for technology.

  • Excellent mathematical or scientific qualifications.

  • Good understanding of TCP/IP, networking is desirable.

  • Programming knowledge (e.g. Python, C/C++) is useful.

Education Background:

  • Degree from a top ranked University with a 3.3+ degree in the areas of Computer Science, Engineering, Science, Mathematics or other analytical disciplines

Eligibility Requirements:

  • Ability to live and work in the US with no additional sponsorship from Cisco

  • Must be fluent in English


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.