R1013421 Customer Support Engineer - Enterprise Video

  • Location:
    Richardson, Texas, US
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do

Our goal is to deliver the intimate and personal service expected by the top 5% of Cisco's Collaboration customers. Your work will define the differences between regular smartnet coverage and high touch. Cisco's Technical Services is team of elite technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Your success is validated through excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores. The Cisco TAC provides live technical support through multiple channels whenever and wherever you need it.

Who You'll Work with

You will be part of Cisco's Enterprise Video team who provides 2nd/3rd level technical support for hardware and software products on a worldwide basis for enterprise video portfolio of infrastructure (TMS, VCS, others), endpoints (IX, MX and SX series), and hybrid cloud products (Collaboration Meeting Room). You will provide consultation to independently troubleshoot & debug product problems for Cisco customers, partners, account teams along with collaborating with other engineers to resolve issues.

Who You Are
* Do you like to support Collaboration products such as: Communication Manager, IP Phones, Telepresence end-points and Immersive room systems?
* Do you want to provide the highest-level technical support for TAC engineers to help them solve complex customer problem
* Can you engage with the Engineering Business Unit to influence the quality and serviceability of the products you support?
* Will you ensure that technical documentation that is needed by customers and engineers to effectively troubleshoot the product/solution is created and available for use?
* Are you an Innovator?

If so, the minimum requirements for this role are
* You have 2+ years related experience in video or voice
* 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

Desired Skills
* CCNA Voice 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 unusual 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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