Senior Customer Support Engineer - IoT Cloud

  • Location:
    Santa Clara, California, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
    Internet of Everything
  • Job Id

Senior Customer Support Engineer - IoT Cloud

What you’ll do:

As a Sr. Customer Support Engineer, you’ll provide technical support to Jasper Customers world-wide on all Cisco Jasper products. This is a highly visible and challenging role. You’ll be responsible for providing support to our external customers coupled with being an effective advocate for the customer and provide a superior customer experience

Roles and Responsibilities

  • 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
  • Serve as liaison between customer and internal development for all escalated product related issues, including product enhancements, bug resolution and overall product education.
  • 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 staff an on-call shift on a rotational basis on a weekday or weekend

Who you’ll work with:

As part of the Customer Support team, you’ll work independently, responding to customer issues and driving them to resolution without supervision 

Who you are:

Ideally you’ll be customer centric and be accustomed to working in a technical support environment. You'll act without being told what to do. Find answers to problems independently. Bring new ideas to the table. You'll be able to handle interruptions, changing priorities and multiple tasks in calm and professional manner.  You'll demonstrates tenacity and willingness to go the distance for resolution. You'll possess a tremendous attitude and desire to be part of a growing team.

Minimum qualifications include:

  • BA or BS in Computer Science or related technical fields or equivalent experience
  • Minimum of 6 years of experience in Technical Support professional services, engineering, sustaining engineering or systems engineering.
  • 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
  • Ability to rapidly adapt to or develop in expertise in new technologies.
  • Effective written and oral communication skills, professional communication via e-mail, or other written media, and the ability to positively interact at a professional level on the phone.

Preferred qualifications include:

  • Experience with cloud and/or SaaS solutions, SQL database support and cloud networking solutions.
  • Experience working with APIs and API-based SaaS integrations
  • Experience in using analytics tools, reading and interpreting logs and metrics to solve technical issues
  • Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
  • Outstanding customer management, follow-through, resourcefulness, attention to detail and verbal and written communication skills.
  • Experience working with team members in different geographic locations and time zones and with diverse cultural backgrounds.
  • Able to produce significant output with minimal effort.

Why Cisco:

Jasper, which became part of Cisco in March of 2016, is a global Internet of Things (IoT) platform leader. Cisco Jasper has designed its industry-leading, cloud-based IoT platform to enable companies of all sizes to rapidly and cost-effectively launch, manage and monetize IoT services on a global scale. When companies do this, they become much more than product businesses. They become service businesses, capable of automatically managing their customers’ entire IoT service lifecycle, delivering increased customer value and unlocking new sources of revenue. More than 9,000 companies in over 20 vertical markets, including many of the world’s top brands, choose Cisco Jasper to fast-track their IoT services. Jasper currently partners with 30 mobile operator groups, representing more than 100 mobile operator networks worldwide.

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