13 days old

Escalation Engineer

Cisco Systems Inc.
Rancho Cordova, CA 95670

Webex Escalation Engineer

The WebEx team is looking for a rockstar at managing high visibility customer issues and escalations. This person will be providing technical support and assistance for highly visible or highly escalated customer engagements.

What Youll Do

  • Prepare and deliver executive level communications regarding critical incidents.
  • Interface directly with customers, at all levels, to communicate latest updates and action plans.
  • Review configurations for Webex Meetings, Teams and Devices, as well as on-premise device deployments. Troubleshoot any issues that arise from that investigation or are reported by the customer.
  • Coordinate root cause analyses; share with cross functional, customer and leadership teams.
  • Serve as the single source of information for critical customer engagements - participating in regular calls to monitor progress, document and execute action plans, and drive in depth customer technical discussions.
  • Coordinate with an engagement project lead in driving customer health checks, systemic issue reviews, and/or best practices.

Who Youll Work With

Our team is focused on driving customer experience by driving organizations to modern practices in an evolving collaboration portfolio. Today, we are building a high performing team that is tightly engaged with our clients, understand their business imperatives and orchestrating the execution of our services to meet our clients business needs. You will partner with the organizations senior leaders and the broader crossfunctional teams to mobilize support, engineering and operations to respond quickly and drive issues to completion, with high customer satisfaction. As a team, we collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

Who You Are

The ideal candidate for this role has the perfect mix of technical expertise with the Collaboration portfolio, and an amazing ability to work with critical customers in the most frustrating of situations. Project planning, implementation, and tracking are a must as we often work through service improvement plans for customers affected by systemic issues. You will also have the ability to work cross-functionally; networking with engineers, leadership, account teams, support, sales teams, and customer success to ensure the customer issues are resolved holistically.

Skill requirements include:

  • Prior experience supporting Cisco Webex Meetings, Teams, and devices, including debugging and log analysis.
  • Excellent troubleshooting skills with various Cisco collaboration technologies, networking, and supported operating systems (Windows, Mac, Linux, mobile).
  • Basic knowledge of debugging SIP interoperability issues.
  • Must have amazing customer management expertise.
  • Must have excellent oral communication skills.
  • Must have excellent written ability.
  • Must be able to make quick decisions and follow through with action.
  • Must be able to follow defined policies and procedures.
  • Able to work both independently and within a team environment.
  • Must be willing to work flexible hours, including occasional on-call for customer escalations or critical migrations.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 


Posted: 2020-10-07 Expires: 2020-11-08

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Escalation Engineer

Cisco Systems Inc.
Rancho Cordova, CA 95670

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