Customer Support Engineer - Video

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

What You'll Do 

* Provide second line consultation to independently debug complex Video problems.
* Provide systems/product training to Tier 2 team.
* Acts as a focal point for large account network problem resolution.
* Acts as a technical expert and is a go-to resource for the team.
* Provides support on a world-wide basis to all CMS customers.
* This CSE role supports reactive case handling for Cisco's largest SP and Enterprise customers with Cisco video technologies 
* Typically reports to Manager, Technical Support.
* Provide technical explanation to the issues to management 
* Collaborates with lower level CSE's, VARs, OEMs & end-users & internal engineering departments.
* Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
* Supervise and Guide Tier 2 team in case of complex issues 

Who You'll Work With

CMS teams provides day2support to some of cisco premium customers.

The team is targeted to assist SP and Enterprise customers to drive key values and outcomes, including OPEX reduction, Agility and end user satisfaction. There are multiple team which are highly specialized to make sure we achieve those targets 

Who You Are

* Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunications)
* Minimum 3 years of related experience involving customer exposure element in Technologies area
* You are able to determine problems and deliver solutions with a high level of customer happiness
* Excellent written and verbal communication, interpersonal and presentation skills
* You have the 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
* Expert level understanding of Cisco Datacenter technology and Virtualization.
* CCIE highly desired
* Deep technical knowledge of Cisco Communication Manager or Cisco Telepresence Product family
* Ability to provide leadership across entire 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
* You will be an SME for all issues which are related to video service provided by Cisco to the customer. You will be responsible conducting ORT for the customer conducting Case review
* Based on the review provide training to the tier 2. Lead the technical troubleshooting on major outages and work with incident managers, vendors and customer to restore services.

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.

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