Cisco Technical Consulting Engineer 

Mexico, Mexico City, Mexico City 

683428522

• Support Cloud and Hybrid Products: Jabber IM (Cloud), CMR Cloud and Hybrid, Webex Services (Call, Message, Meet), Webex Teams Hybrid Services, along with phone and conferencing endpoints connected to the Cloud.
• Provide highest-level technical support to help resolve complex customer problems from on-premise to Cisco Cloud.
• Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.
• Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.
• Innovate - Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.
• Coach and mentor others to help them advance in their career.
• Participate in delivering and exceeding customer service level commitments.

• Typically requires BS in a technical field or equivalent plus 2 to 5 years related experience.
• At least 3 - 5 years’ experience in support of Cisco Unified Communications or Business Video Solutions.
• Understanding of Webex - Cloud application services, or Software as a Service (SaaS).
• CCNA
• Good understanding of call control protocols
• Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
• Strong written, verbal and presentation skills

• CCNP, CCIE Collaboration highly desired
• Minimum of 3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. "Real time" service support environment experience is highly desired.

• Networking - Routing Switching (TCP/QoS)
• Microsoft Solutions (Exchange, Active Directory, LDAP)
• Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
• Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
• Cisco Unified Communications Manager
• Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
• Protocols (SIP, RTP, DTMF, SAML, SMTP)
• Web Proxy
• Web API
• 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

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.)