Job Description

: Do you want to join a team of specialists working on the automation of ITSM process flows The Smart Bonding Team engages with Cisco customers and partners all over the world to enhance their ticket resolution experience. You would join an international team based in the US, Poland, India and Australia that interacts with our customer\'s administrators, technicians, engineers & project managers from around the world. We utilize the latest Cloud Technology to integrate with service partners automating the sharing of processes, data, and workflows in real-time by eliminating manual practices and bottlenecks, driving significant operational efficiencies that are scalable and re-usable. Smart Bonding establishes a real-time, collaborative connection between the Cisco ticketing systems and that of our partners and customers. This builds a continuous and interactive customer support experience, minimizes network downtime, and improves partner, customer, and end-user satisfaction. Role & Responsibilities As a Technical Consulting Engineer your main goals are to ensure Smart Bonding is operational, and increase our customer satisfaction. You would: Analyze and solve issues of the Smart Bonding integration and all involved technologies (2nd to 3rd level support) Manage internal support tools and Customer SLAs Participate in developing and testing new technologies and integrations Engage with customers and partners Coordinate the support process between internal and external parties Write documentation and improve our processes Innovate Smart Bonding to improve efficiency and automation Qualification Requirements You must have: A Methodical and structured style of working with a strong analytical mind Robust problem solving skills Excellent collaborative skills across multi-cultural teams and emotional intelligence Excellent English spoken and written Desired Experience: SaaS support experience Experience supporting customers Ops experience (Unix or Linux) Scripting experience (Any programming language) Deep understanding of APIs (Design, Implementation, Usage) Understanding JSON / XML / YAML Experience with Mulesoft as an API Integration Platform Experience in the customization of ITSM Systems such as ServiceNow, Remedy, Jira, etc. Dev experience (Any programming language) Experience in leading projects Knowledge of the OSI-Layers Knowledge of text encoding Technical Education i.e. Bachelor or higher in STEM ITIL Certification DevNet Certification Knowledge of Networking ( CCNA / CCNP , TCP/IP) Push vs Pull Experience with the customization/implementation of ERP or CRM systems If you resonate with the above, we\'d love to hear from you! #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box! But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair Dont care. Tattoos Show off your ink. Like polka dots Thats cool. Pop culture geek Many of us are. Passion for technology and world changing Be you, with us!

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