Customer Support Engineer - Cloud Collaboration

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Cloud and Data Center, Collaboration, Video
  • Job Id
What You'll Do
As a Customer Support Engineer - Cloud Collaboration you will:
* Support Cloud and Hybrid Products: Spark Services (Call Message, Meet), hybrid services and along with phone and conferencing end point connected to the cloud.
* Provide highest-level technical support for TAC engineers to help them solve complex customer problems from on-prems 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 and TAC engineers to effectively troubleshoot the product/solution is created and available for use.
* Innovate - work with TAC engineers to enhance tools, script automation, or other activities that will help the TAC engineer to work more efficiently and solve problems quickly.
* Coach and mentor others to help them advance in their career.

Who You'll Work With
Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the GTC's three geographic regions; together, they form one global, borderless TAC. 

The Cloud Collaboration team provides second/third level technical support for Cloud / Hybrid (Spark Services) solutions and cloud enabled end point products on a worldwide basis via phone, 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.

Who You Are
Desired Skills
* CCIE Collaboration highly desired
* Skilled understanding of:
o	Networking - Routing Switching (TCP/QoS)
o	Microsoft Solutions ( Exchange, Active Directory)
o	Microsoft (IIS, SQL), VMWare, Linux, SSL Certs, 
o	Telepresence (VCS Expressway, VCS controller, TMS, Conferencing)
o	Protocols(SIP, RTP, DTMF, SAML, SMTP)
o	Web Proxy
*	Experience with
o	WebEx (Meeting Center, Productivity Tools, TSP Integration)
o	General Telepresence Endpoint 
o	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

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. 

Keywords: Cloud, Collaboration Customer Support Engineer.


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