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This position is with Cisco’s Webex Technical Support team. Webex provides leading cloud communications platforms that enable enterprises to automate customer interactions and deliver seamless experiences across 10+ channels. Our vision is to help organizations adopt mobile technologies for better engagement with their customers in the digital world. With deployments in 60+ countries, processing billions of digital touch points monthly, we are a trusted cloud communications software and solutions provider to blue-chip businesses around the world. Organizations are faced with barriers and complexities when trying to transform how they engage with their customers in the world of digital communications, and we are at the forefront of all that is hot in technology, from omni-channel customer engagement to artificial intelligence. You will be joining an energetic start-up-like team building a multichannel customer engagement platform to support thousands of business customers and handle millions of customer communications every day. It is the perfect time for you to join our team, build a scalable platform with traditional and new channels like SMS, WhatsApp, RCS, and email, to take on significant responsibilities and make a direct contribution to the business growth.

What You’ll Do

• As a Technical Support Engineer, your role will focus on maintaining existing IT systems, applications, and software, requiring proactive problem-solving abilities, good communication and social skills, and a commitment to delivering exceptional technical support to our clients.

• Responsible for the day-to-day maintenance of application systems in operation, including identifying and resolving application issues and addressing customer concerns, with the primary aim of ensuring seamless operation of the application or platform.

• Conduct root cause analysis for technical issues, communicate findings to management, and handle client relationships in collaboration with Infrastructure/Service Support team members.

• Use expertise in cloud technologies, particularly AWS and Azure, to optimize system performance, scalability, and reliability.

• Deploy regular code updates across all environments (Dev/QA/Staging) ensuring smooth transition and minimal downtime.

• Understand client business needs and prioritize tasks accordingly to meet business objectives.

• Diagnose problems, issues, and defects, and optimally connect with customers to guide them through setup and usage of platform features and APIs.

• Delegate issues to downstream teams for deeper investigation when necessary, and coordinate with development teams to seek and devise solutions.

• Maintain documentation and playbooks related to support and system operations to ensure knowledge sharing and continuity.

• Coach and mentor less experienced team members, acting as a domain specialist to share knowledge and standard methodologies.

• Work in a Change Management and Ticketing environment (e.g., JIRA, ServiceNow) to efficiently manage tasks and track progress.

• Proactively identify improvements as part of business as usual (BAU) work to address recurring issues, close monitoring gaps, and automate or reduce manual work.

• Demonstrated ability to collaborate effectively with multi-functional teams, including IT, SRE, and DevOps, to achieve common objectives and ensure seamless platform management and operations.

• Maintain a strong commitment to continuous learning and staying updated with emerging technologies and industry trends.

Who You’ll Work With

Our team's goals include ensuring seamless operation of Cisco's Webex applications through proactive maintenance, resolving technical issues promptly, and enhancing customer experiences across digital channels. We report on system performance, implement improvements, and support business growth by demonstrating cloud technologies and automation. Working on the Webex Technical Support team offers the opportunity to be at the forefront of digital communications technology, supporting a platform used globally by blue-chip businesses. You'll collaborate with a diverse, innovative team in a start-up-like environment, where you can directly impact the scalability and reliability of our multichannel customer engagement platform. A top performer on our team would proactively address technical challenges, applying expertise in Linux, MySQL, AWS, Azure, Kubernetes, and scripting to optimize system performance and reliability. They would excel in solve complex issues, collaborate effectively across multi-functional teams, and give to continuous improvement initiatives through automation and process enhancement.

Who You Are

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).

• The ideal candidate should have substantial technical proficiency with a minimum of two years of experience, possessing expertise in cloud environments (AWS and Azure), Linux server management, Python scripting, database administration, and various DevOps tools and technologies, along with a good understanding of Kubernetes and containerized applications.

Key Skills:

• Providing technical support and solve for cloud-based infrastructures in AWS and Azure environments.

• Hands-on management and maintenance of Linux servers and applications, ensuring their reliability, security, and performance.

• Developing and maintaining Python scripts to automate tasks and streamline processes.

• Managing MySQL and MongoDB databases, encompassing querying, analysis, and performance optimization.

• Using the ELK stack (Elasticsearch, Logstash, Kibana) for log management, analysis, and visualization.

• Maintaining Kafka messaging services for real-time data processing and stream processing.

• Configuring and solve of messaging and networking protocols, including DNS, SMTP, SMPP, and others as needed.

• Collaborating with development teams to integrate applications and streamline code management using tools like Jenkins and GitHub.

• Proficiency in Kubernetes, including administration, deployment, solve, security standard processes, and monitoring and logging tools like Prometheus, Grafana, and Fluentd.

• Proficiency in SMS, RCS, and MMS channel protocols is considered an added advantage.

Note:Flexibility to work in rotational shifts to ensure comprehensive support coverage.

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

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.