Customer Support Engineer - IoT Cloud
Location:Bangalore, Karnataka, India
Area of InterestProfessional Services
Technology InterestBig Data, Analytics, Internet of Everything, Networking
What You'll Do
We are currently seeking a full time Technical Support Engineer to join our team. This assignment is a highly visible and challenging role, responsible for providing support to our external customers.
Role & Responsibilities:
*Provide technical support for Cisco Jasper IoT platform
*Identify, diagnose, analyze SaaS software bugs, connectivity issues, network configuration, API and file transfer issues
*Maintain and document customer interactions in our case tracking tool
*Be an effective advocate for the customer and provide a superior customer experience
*Document procedures, processes and identify frequently asked questions
*Communicate and collaborate with cross functional teams to debug and analyze technical issues encountered to ensure the Customer's complete satisfaction
*Publish and distribute service bulletins and other notices as required
*Must be willing to handle on-call emergency issues when necessary
Who You Are
*BA or BS in Computer Science or related technical fields or equivalent experience
*Minimum of 3 years of experience in Technical Support
*Support experience in a high-tech environment providing remote B2B 24x7 mission critical support to an international customer base
*Fundamental understanding of GSM, GPRS, LTE networks and SS7, RADIUS, SMPP protocols
*Fundamental knowledge of carrier network key nodes such as HLR/HSS, MSC/VLR, SGSN/MME, GGSN/PGW, SMSC, STP
*Fundamental knowledge of internet of things (IoT or M2M) verticals and evolving connected car call flow is desired
*Experience with tools such as Splunk, Anritsu, Grafana, and building SQL queries
*Experience using case management and bug tracking tools such as Salesforce, Jira
*Excellent written, verbal and organizational skills
*Must be able to work independently, responding to customer issues and driving them to resolution without supervision
*Fluent English speaking/written skills required
Who You'll Work With
The Internet-of-Things (IoT) is now in its hyper-growth phase and Cisco-Jasper is the pioneer and leader in IoT platforms.
Cisco-Jasper has designed its industry-leading software-as-a-service (SaaS) IoT platform to enable companies of all sizes to rapidly and cost-effectively launch, manage and monetize IoT services on a global scale. When an enterprise evolves to embrace IoT, it transforms into much more than a product business. It becomes a service business, capable of automatically managing customers' entire IoT service lifecycle, delivering increased customer value and unlocking new sources of revenue. More than 3,500 companies, including many of the world's top brands, choose Cisco-Jasper to fast-track their IoT services.
The recent acquisition of Jasper will allow Cisco to offer a complete IoT solution that is interoperable across devices and works with IoT service providers, application developers and an ecosystem of partners. By combining forces, Cisco-Jasper is well positioned to leverage its existing strength in the IoT space and provide enterprise customers a broad suite of IoT services such as enterprise Wi-Fi, Fog computing, security for connected devices, and advanced analytics to better manage device usage.
Our enterprise customers span Connected Car, Connected Home, tablets, smart meters, medical devices, connected construction equipment, plus thousands more devices from iPhones and Kindles to dog trackers.
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.