Technical Consulting Engineer

hace 3 días

Ciudad de México, Ciudad de México Cisco A tiempo completo

At Cisco, we're looking for a skilled Technical Consulting Engineer to join our team. As a Technical Consulting Engineer, you will be the face of support for our customers, working closely with various teams to build long-lasting relationships and deliver exceptional experiences.

Key Responsibilities:

  • Confirm issues are received, recorded, and repaired or flagged for the right team in a rapid and efficient manner.
  • Work with teammates to build relationships with customers and deliver unique experiences.
  • Help make Duo better for our customers and for Duo as a whole.
  • Act as a primary support contact to identify and resolve technical issues.
  • Facilitate customer communication via phone, chat, and email.
  • Build groundbreaking customer service experiences, creating more promoters and champions of Duo.
  • Record and maintain accurate, timely details of issues and activity in a request tracking system.
  • Contribute to customer-facing and internal documentation used for self-support.
  • Develop recommendations for product improvement based on support issues and customer feedback.

Requirements:

  • 2 to 3 years of demonstrated ability in a customer-facing product support role.
  • Fundamental or methodical problem solver.
  • Strong network troubleshooting background.
  • Understanding of principle web technologies [DNS, HTTP(s), etc.].
  • Windows OS administration experience [Active Directory].
  • Cross-platform OS knowledge [Linux, Mac OS X, Windows].
  • Cross-platform mobile device knowledge [iOS/Android/Windows Phone].
  • Strategic, energetic, concise, patient, and customer-centric.
  • Loves to translate "customer-speak" to "developer-speak" and vice-versa.
  • Follows through. Takes the initiative to own issues until resolution.
  • Unbridled appetite for constant learning.
  • Documents and shares knowledge to improve team performance and customer self-service.
  • Multi-tasks and handles stress with ease, without getting flustered.
  • Knows when to bring up an issue or ask for help.
  • Welcomes and adapts to change in a swiftly paced workplace.

Preferred Qualifications:

  • Bachelor's Degree [Computer Science, Information Systems or related].
  • Network security or information assurance background.
  • Experience supporting a high-availability SaaS environment.
  • Familiar with network infrastructure technologies [Cisco, Citrix, Juniper, VMware, etc.].
  • Previous experience with customer support or helpdesk ticketing tools.
  • Basic scripting skills [BASH, Python, etc.].
  • Back-end web development experience/troubleshooting is a plus.
  • Certifications are cool, too.
  • Experience in retail or similar customer-facing roles.
  • Fluency in Spanish and/or French.

About Us:

Cisco is committed to cultivating and preserving a culture of inclusion and connectedness. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work.

We are a proud Equal Opportunity Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

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