Customer Support Engineer - Cloud Collaboration

  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Cloud and Data Center, Collaboration, Video
  • Job Id

Network Engineer (Cisco TAC - Cloud Collaboration Technologies)

The Business Entity
Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries? Do you Achieve Results? Think Analytically? Manage Conflict and Customer Experience? Make Decisions with Critical Thinking? You may be a Cisco Customer Support Engineer… and we have the People Deal for you!
The Team
Strategically positioned within the Cisco Services Organization, Cisco's Technical Assistance Center (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. 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 second to none!
Enabling our Customers by enabling Cisco Technology, the TAC further specializes in:
* Collaboration
* Data Center
* Security
* Cloud
* Voice
* Wireless
* Routing
* Switching
… and other emerging technologies.
Role & Responsibilities
The Customer Support Engineer is the connection to Cisco customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued. The successful CSE:
Continually develops their working knowledge of networking products and protocols to provide first/second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area
Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.
Minimum Qualifications
* Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success
* Excellent verbal and written communication skills in English
* Innate crisis management skills and ability to handle critical customer issues/problems
* CCNA or equivalent level of demonstrated networking knowledge or experience including TCP/IP and Routing Protocols
* Experience interacting with customer or in a client facing role.
* Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunications) or equivalent
* Minimum 1-3 years of related experience involving customer exposure element in Collaboration Technologies area
* Good technical foundation in networking is required, ideally CCNP or above (CCIE is a preferred)
* Knowledge in other technologies/products, experience and certifications are a plus
* Passion and demonstrated ability to learn and work in a multicultural team environment
* Ability to drive to achieve goals with limited supervision
* Proven crisis management skills

Desired Skills
* BS in a technical field (CS/EE preferred) or equivalent; 3 years of relevant experience
* Cisco Certifications (CCxx); HP, IBM, Dell Server Support, MCSE, VCP Certifications; specific knowledge of products within: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching
* Troubleshooting experience using Finisar, Wireshark, or other protocol analyzer
* Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting)
* CCIE Collaboration highly desired

Skilled understanding of:
* Networking - Routing Switching (TCP/QoS)
* Microsoft Solutions (Exchange, Active Directory)
* Microsoft (IIS, SQL), VMWare, Linux, SSL Certs,
* Telepresence (VCS Expressway, VCS controller, TMS, Conferencing)
* Protocols (SIP, RTP, DTMF, SAML, SMTP)
* Web Proxy
* Knowledge in Telepresence (VCS, TMS, MCU)

Experience with:
* WebEx (Meeting Center, Productivity Tools, TSP Integration)
* General Telepresence Endpoint
* CUCM fundamentals
* 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
About Cisco
Everything is converging on the Internet, making networked connections more relevant than ever before in our lives. Our employees' revolutionary ideas impact everything imaginable - from entertainment, retail, healthcare, and education, to public and private sectors, smart cities, smart cars, and everyday devices in our homes. Here, that means you'll take creative ideas from the drawing board to powerful solutions that have real world impact. You'll collaborate with Cisco leaders, partner with experienced mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be inspired. Imagine creating unprecedented disruption. 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.

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