Customer Support Engineer- HTTS Video

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

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. 

What You'll Do
The HTTS Video team provides senior level technical support for hardware and software products on a worldwide basis via phone, email, web and remote access for enterprise video portfolio of infrastructure (TMS, VCS, others), endpoints (IX, MX and SX series), and hybrid cloud products (Collaboration Meeting Room). Provide consultation to independently troubleshoot & debug product problems for Cisco’s largest customers, partners, and account teams along with collaborating with other TAC engineers to resolve issues.

● Support Collaboration Products: Communication Manager, IP Phones, Telepresence end-points and Immersive room systems.
Provide highest-level technical support for TAC engineers to help them solve complex customer problems
● 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 Are

Minimum Qualifications
● Able to determine problems and deliver solutions with a high level of customer satisfaction
● Excellent written and verbal communication, interpersonal and presentation skills
● Ability to function effectively in ambiguous circumstances
● In-depth troubleshooting experience and knowledge of VOIP/Video signaling
● Technical knowledge of SIP, H.323, Unix/Linux, AD/Exchange, Video, Tandberg Products, and Routing/Switching
● Proven planning, prioritization and organizing skills

Desired Skills
● CCIE Collaboration highly desired
● Deep technical knowledge of Cisco Communication Manager or Cisco Telepresence Product family
● 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 inspiring 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.

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