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Technical Consulting Engineer
hace 2 meses
Cisco Systems, Inc. is seeking a highly skilled Technical Consulting Engineer to join our Webex Calling team. As a key member of our global support team, you will provide industry-leading technical support for our Cloud Suite of Products.
Responsibilities- Resolve technical issues and collaborate with our global support team to deliver exceptional customer service.
- Provide Tier 2 support to partner-level-1 support teams, assisting in problem resolution and troubleshooting for our customer base.
- Troubleshoot portal features, SIP call flows, audio quality, and network problems involving customer router, firewall, third-party ISP interconnects, and peering providers.
- Delight customers by listening to their concerns, demonstrating understanding of their issues, determining the best action, and anticipating their needs.
- Collaborate with other Cisco teams and escalate complex problems while maintaining full ownership of the issue, ensuring customer is fully informed until resolution.
- Update customer support portals proactively to provide self-help resources, documentation, release notes, and FAQs.
- Work with third parties such as downstream SIP Carrier Providers, Peering Providers, and manufacturers to resolve customer problems.
- Support Service Providers including elite Telecommunications Operations and Tier 1 Channel Partners with urgent needs.
- Report to the Webex Calling Customer Support Manager to support our rapidly-growing customer base.
- Technical understanding of the full suite of Webex Calling products deployed in the Cisco environment.
- Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), CODECS, DTMF, DNS, UDP, TCP/IP, NAT, ICE.
- Knowledge of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, and device management.
- Experience with Linux system admin and network analysis tools such as Wireshark.
- 2-5 years demonstrated ability in Telecommunications, IT or networking, preferably in a Service Provider environment.
- Relevant technical or degree level qualifications are highly regarded.
Cisco Systems, Inc. is an equal opportunities employer and welcomes applications from diverse candidates. We offer a dynamic and inclusive work environment, opportunities for professional growth and development, and a competitive compensation package.
