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Cisco Technical Consulting Engineer 
Mexico, Mexico City, Mexico City 
683428522

25.09.2024
Role & Responsibilities
  • 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).
  • CCNA
  • Good understanding of call control protocols
  • Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
  • Strong written, verbal and presentation skills
Desired 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.
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.
  • 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

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