1+ months

Senior Escalation Engineer- IOT, Troubleshooting & Customer Interaction

Cisco
Bengaluru, KA 560002
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Who We Are

The Cisco IoT business group is a global leader in IoT. Our IoT software and hardware portfolio includes IoT gateways, industrial switching, routing & wireless solutions, Edge, Smart Cities, data management platforms and more. With these, we are positioned to accelerate IoT growth on a global scale for ourselves, our partners and our customers.

We are looking for a Senior Technical Engineer to join our Bangalore Team. The IoT Escalation Support team provides the highest level of technical support for technical issues which cannot be resolved through the normal Cisco Support process. We provide Technical support for Cisco IoT based products and solutions including Cisco Kinetic GMM/DCM/EFM, Cisco Vision, Connected Safety & Security and Cisco Kinetic for Cities.

Who you'll work with

As a Senior Escalation Support Engineer you will provide remote expert level Technical assistance on a worldwide basis for the IoT products and Solutions to Cisco CX teams, customers and partners. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when necessary.

Who You Are

The ideal candidate has a real passion for technology and learning. An engineer with a bachelor's degree or Masters is required in Computer Science, Software Engineering, Electrical Engineering or other related engineering disciplines. Around 8 10 years of experience in providing remote troubleshooting to global customers either in the IoT/Routing/Switching, Serial, Cellular or Wireless technology area. You should have outstanding problem solving, analytical and organization skills with eye for detail.

What you'll do

  • Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues at a product and solution level
  • Applies analytical skills, tools and technical knowledge to solve product and network problems of moderate to high complexity
  • Effectively utilize moderate to complex lab setups to recreate and solve problems working collaborately with the development engineering team.
  • Use professional expertise to identify and lead support initiatives to improve the supportability of processes and solutions
  • Submit complete and accurate software defect reports in his or her area of expertise
  • Act as a technical expert and provides support on a worldwide basis
  • Provide systems/product training both internally and externally and knowledge base material
  • Document all actions taken toward resolving customer issues in customer contact tracking database and root cause analysis for internal and external consumption
  • You can balance a wide range of technical support problemsfrom simple application or network configuration fixes to deeply complex troubleshooting and problem resolution
  • Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate action.
  • You deliver solutions that lead to problem resolution or mitigation with a high level of customer happiness
  • Effectively engage resources outside team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers

You Will Have

  • CCIE Certification in RnS / Wireless / Security
  • Strong understanding of IoT and computer networking industry, products and protocols.
  • Experience in IoT technologies
  • Strong understanding of the software and technology business driven by Cloud based solutions in Azure or AWS
  • Familiar in application development in Linux and Docker.
  • Familiar in SQL, REST API, data streaming processing/message broker ie Kafka and various programming languages such as Python, Java, C/C++
  • familiar with Kibana, GitHub and other tools to debug and analyze complex problems.
  • Good analytical skills with excellent written and verbal interpersonal skills
  • Ability to work independently while responding to changing business and technical conditions
  • Ability to communicate effectively, both verbal and written with a variety of internal and customer facing audiences.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment 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.

Posted: 2019-09-27 Expires: 2019-12-02

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Senior Escalation Engineer- IOT, Troubleshooting & Customer Interaction

Cisco
Bengaluru, KA 560002
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