Cisco Engineering Support Engineer in Seattle, Washington
Minimum Qualifications: · Minimum of 4-8 years of applicable work experience · BS or MS degree in Computer Science OR equivalent years of relevant work experience · A passion for customer success. Empathetic approach to getting customers up and running · Strong communication, interpersonal, and organizational skills The Reason: Customer satisfaction, happiness, dependability, and respect are what we strive for in the support of our products and services. Help us bolster the Cisco Support reputation through top-notch Engineering Support. Your passion for customer success will help build and maintain a customer focused perspective that is infectious within your team and other Engineering service owners. You’ll work side-by-side with your team and pull in Engineers from other teams as needed to help make customers happy. It’s about them, it’s about you, it’s about us, and it’s about time. Please join Engineering Support; Cisco’s success is dependent on customer success and we’re dependent on each other to build and maintain that success. The Technical: You’ll work alongside Cisco Webex Engineering to provide technical support for the Webex platform with specific focus in Control Hub, Common Identity, and Webex site configuration and management. You will be responsible for supporting escalated cases from Technical Assistance Center (TAC) Engineers to resolve customer/partner issues and provide feedback to the various service owners. You’ll use Application Programming Interfaces (APIs) and other tools to troubleshoot and uncover defects in the product. To start, your primary focus will be in the Online Ordering space where you’ll work to understand and resolve customer issues specific to Online orders and how they interact with the other service areas. Responsibilities: * Research and identify solutions to customer/partner issues * Diagnose and troubleshoot technical issues, including account creation/setup and any related user/site configuration issues * Work directly with TAC in Webex spaces to quickly identify and understand root cause * Manage Business Escalation Management Solution (BEMS) cases through resolution * Properly escalate unresolved issues to appropriate internal team Engineers * Provide prompt and accurate feedback to TAC * Refer to internal database or external resources to provide accurate tech solutions * Create Jiras (defects) to ensure all issues are properly tracked * Prioritize and manage several open issues at one time * Document technical knowledge as needed for TAC/Customers/Engineers Requirements: Proven work experience as a Technical Support Engineer, Desktop Support Engineer, or similar role * Good understanding of how to read and gather log files, ability to run and read API output * Ability to diagnose and troubleshoot basic and complex technical issues * A desire to improve the products that are being supported, and a demonstrated track record of identifying systemic problem areas and helping identify solutions to these problems * Excellent problem-solving and communication skills * Ability to provide step-by-step technical help, both written and verbal * Additional certification in Cisco products/services or similar technologies is a plus
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.