Job Description

Who You\'ll Work WithThe business EntityCisco Customer Experience (CX) organisation\'s Mission is to accelerate customer success through innovative services and world-class people, partners, processes & tools. Services led interactions are key differentiator to maximize the value of Cisco\'s solution to customer.Webex Calling is a Global Market Leader that provides a cloud-based carrier class VoIP platform. It is a fully managed, scalable SaaS model that lets customers cost-efficiently deploy Webex Calling - into our integrated suite of communication and collaboration services. Technical Consulting Engineers in this domain understand the Webex Calling SaaS platform to look after trouble tickets, develop solution guides for our Customers and Partners, and take an active technical role in deployment and support of the company\'s solutions.Who You AreWe need a great teammate and natural innovator who can drive resolution of customer issues, improved customer experiences with products, technologies, and solutions by demonstrating technical excellence, collaboration, and ownership in all aspects of customer problem resolution, thus delivering an exceptional support experience. You will work with Cisco\'s CX SaaS Support Technology group, specifically in the Webex Calling sub-technology group. You will be collaborating with other CX delivery teams, product engineering, Sales Organization teams to help improvement in product serviceability, feature of new products and solutions and implementation support. You will also collaborate and work with a global TAC workforce, to delivery seamless experience to customers.Minimum Qualifications

• Typically requires Bachelor degree in a technical field(CS/EE preferred) or equivalent plus 8-10 years related experience.
• Professional level (e.g. CCNP) or Expert level (CCIE) is added advantage.

Desired Skills

• You have a solid understanding of cloud-based services and Telecommunications.
• Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model.
• Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP),CODECS, DTMF, DNS, UDP, TCP/IP, NAT,UDP, ICE
• Demonstrated Technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to establish relationships, and promoted industry leading customer satisfaction.
• Proven troubleshooting methodology with strong analytical skills with a desire to understand the \'why\' not just the \'what\' or \'how\' and solid attention to detail
• Energetic and self-motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools.
• Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.
• Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark.
• 2-5 years demonstrated ability in Telecommunications, IT or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support and ideally in a Service Provider environment is required
• This is a multifaceted work environment and flexibility is required to multitask, manage change and thrive in a fast paced environment. Demonstrated willingness to take full advantage of on-the-job and formal technical training through self-study to acquire the knowledge vital to be successful in the role in a rapidly growing area of the telecom industry will be essential.
• Discretion & independent judgment: There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.

What you will do

• Front line resolution of technical issues while working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.
• Provide Tier 2 support to our partner\'s level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner.
• This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers
• To delight customers by listening to the customer\'s concern, demonstrate that you understand their issues and their situations, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.
• Collaborate with other Cisco teams and diligently escalate sophisticated problems where a course of action may not be immediately obvious, whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.
• Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly.
• When needed, work with third parties such as downstream SIP Carrier Providers, Peering Providers, ISP, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider every problem is an opportunity to assist the customer.
• The position supports our Service Providers including elite Telecommunications Operations and Tier 1 Channel Partners with sometimes demanding and urgent needs.
• As a Webex Calling Customer Support Engineer, you will work with the Webex Calling Customer Support Manager to support our rapidly-growing customer base.

Why Cisco?#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!Nearly every internet connection around the world touches Cisco. We\'re the Internet\'s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it\'s not what we make but what we make happen which marks us out. We\'re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We\'re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.We tackle whatever challenges come our way. We have each other\'s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we\'re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.So, you have colorful hair? Don\'t care. Tattoos? Show off your ink. Like polka dots? That\'s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCiscoMessage to applicants applying to work in the U.S. and/or Canada:When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate\'s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:.75% of incentive target for each 1% of revenue attainment up to 50% of quota;1.5% of incentive target for each 1% of attainment between 50% and 75%;1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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