Telepresence Customer Support Engineer

Cisco

(Raleigh, North Carolina)
Full Time
Job Posting Details
About Cisco
Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. At Cisco customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.
Summary
The Enterprise Video team provides second/third level technical support for hardware and software products on a worldwide basis via phone, email, web and remote access for enterprise video portfolio of infrastructure (TMS, VCS, others), endpoints (IX, MX and SX series), and hybrid cloud products (Collaboration Meeting Room). Provide consultation to independently troubleshoot & debug product problems for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
Responsibilities
- Support Collaboration Products: Communication Manager, IP Phones, Telepresence end-points and Immersive room systems. - Provide highest-level technical support for TAC engineers to help them solve complex customer problems. - 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 and TAC engineers to effectively troubleshoot the product/solution is created and available for use. - Innovate - work with TAC engineers to enhance tools, script automation, or other activities that will help the TAC engineer to work more efficiently and solve problems quickly. - Coach and mentor others to help them advance in their career.
Ideal Candidate
- CCIE Collaboration highly desired - Deep technical knowledge of Cisco Communication Manager or Cisco Telepresence Product family - 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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