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.
Required
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).
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.
Skilled understanding of:
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.
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.)