What You'll Do

In the Webex UCCE Operations team you will own, investigate and solve complex technical issues in support of our enterprise clients. You will work with UCCE Developers and Dedicated Instance Platform Engineers to ensure world class Support and Customer Experience.

• Analyze, configure, and fix networks with mixed media and protocols.

• Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.

• Follow-Through and remote troubleshooting on all UC Incident tickets escalated to you and lead their resolution.

• Mentor and train junior engineers and drive for continuous learning, results orientation, and partnership

• Coordinate field services as needed for onsite support.

• Follow the defined communication procedures for incident updates.

• Priority support for identified key customer functionalities and partner concerns.

• Document and communicate technical solutions effectively to both technical and non-technical audiences.

Who You'll Work With

You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.

Who You Are

We're looking for team members who enjoy identifying problems and driving them to resolution through ownership and with a customer first mentality, who have been impactful using their technical training and experience in a Support Engineer role and demonstrate a proficiency and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. You have a passion for and broad knowledge of IP Telephony & Video and Telecom technologies used in cloud / hybrid deployments. An ideal candidate will have prior NOC/SOC experience, working against timelines in a fast-paced environment. A strong working understanding of network, compute, storage and virtualization platforms and technologies is vital for a successful candidate. Superb communication skills over video, web conference, and chat are required to succeed in the global Team.

Qualifications:

• You've achieved Bachelors in a technical field (CS/EE preferred) or equivalent plus 7+ years related experience.

• Expert knowledge of VMware, Cisco Hyperflex, Cisco UCS and Storage solutions

• Solid Networking industry experience and knowledge of products and protocols

• Familiarity with virtualization and container environments (VMware, Microsoft, Kubernetes) and technical exposure to integrating ACI with virtualization platforms through VMM integration

• ITIL Foundation level knowledge and/or certification

• Ability to handle critical customer issues/problems and deliver known solutions with a high level of customer happiness.

Desired Skills

• Preference for Cisco Certification(s): CCIE DataCenter, Routing & Switching, etc

• Demonstrated ability to participate/lead projects independently, ensuring delivery of intended goals.

• Understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways, Expressways.

• Understanding of Webex Technologies like Webex Hybrid, Webex Calling, Webex Meeting, Webex Teams

• Deep technical experience in datacenter, cloud & virtualization technologies

• Experience with scripting and automation (Python, Ansible, etc.)

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

#CollabFY25

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.