Customer Support Engineer - Cloud Collaboration Applications

  • Location:
    Tokyo, Kanto, Japan
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Service Provider
  • Job Id
Customer Support Engineer - Cloud Collaboration Applications

Who You'll Work With
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
* 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 the products you support.
* Ensure that 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.
* 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.
* Coach and mentor others to help them advance in their career.
* Participate in delivering and exceeding customer service level commitments.

Who You Are
* Typically requires BS in a technical field or equivalent plus 2 to 5 years related experience.
* At least 2 - 3 years' experience in support of Cisco Unified Communications or Business Video Solutions.
* Fair understanding of WebEx - Cloud application services, or Software as a Service (SaaS).
* CCNA Collab - mandatory
* Good understanding of call control protocols
* Hands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
* Strong written, verbal and presentation skills

Desired Skills
* 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:
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 Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
o Protocols (SIP, RTP, DTMF, SAML, SMTP)
o Web Proxy
o Web API
* Ability 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
* Ability to work with Engineering architects to influence serviceability and usability design

Why Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Call Center, Tech Support, Customer Service, SAAS, Salesforce

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