1+ months

Webex Escalation Engineer

Cisco Systems Inc.
Bengaluru, KA 560002

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 analysesshare 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

Posted: 2021-03-31 Expires: 2021-05-30

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Webex Escalation Engineer

Cisco Systems Inc.
Bengaluru, KA 560002

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