Customer Support Engineer

Senior Customer Support Engineer - IoT Control CenterLocation: LatamWhat You'll Do:As a Customer Support Engineer, you’ll provide technical support to Cisco IoT Control Center Customers globally. This is a highly visible and meaningful role. You will be providing support to our external customers coupled with being an effective advocate for the customer and providing a superior customer experience Roles and Responsibilities Identify, diagnose, analyze SaaS software bugs, connectivity issues, network configuration, API and file transfer issues Maintain and detail customer interactions in our case tracking tool Serve as liaison between customer and internal development for all escalated product related issues, including product improvements, bug resolution and overall product education.Document procedures, processes and identify frequently asked questions Communicate and collaborate with cross functional teams to debug and analyze technical issues encountered Publish and distribute service bulletins and other notices as the need arises. Must be willing to staff an on-call shift on a rotational basis on a weekday or weekend Who You'll Work with:As part of the Customer Support team, you’ll work independently, responding to customer issues and driving them to resolution without supervision Who You Are You are a customer centric individual accustomed to working in a technical support environment. Important qualities are independence, innovation, flexibility and tenacity to succeed. You'll be able to handle interruptions, changing priorities and multiple tasks in calm and professional manner.Minimum qualifications include:BA or BS in Computer Science or related technical fields or equivalent experience Minimum of 3 years of experience in Technical Support professional services, engineering, sustaining engineering or systems engineering. Support experience in a high-tech environment providing remote B2B 24x7 mission Critical support and escalation handling to an international customer base Preferred qualifications and experience include:Good understanding of LTE, 5G networks and SS7/Diameter, RADIUS, SMPP protocols Good understanding of public and private 5G networks, architecture (SA / NSA), protocols and call flows)Fundamental knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP Fundamental knowledge of internet of things (IoT or M2M) verticals and evolving connected car call flow is desired Experience with tools such as Splunk, Anritsu, Grafana, Git, Wireshark and building SQL queries Experience using case management and bug tracking tools such as Salesforce, Jira Ability to rapidly adapt to or develop in expertise in new technologies. Effective written and oral communication skills, professional communication via e-mail, or other written media, and the ability to positively interact at a professional level on the phone. Experience with cloud and/or SaaS solutions, SQL database support and cloud networking solutions. Experience working with REST/SOAP APIs and software debugging skills in PaaS environment Experience in using analytics tools, reading, and interpreting logs and metrics to tackle technical issues Excellent customer management, follow-through, resourcefulness, attention to detail and verbal and written communication skills.We Are Ciscos#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security 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 can’t 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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.AnkeetAnkit.s@techrcs.comConnect on LinkedIn:https://www.linkedin.com/in/ankeet-k-2b684b8b/Join LATAM Jobs WhatsApp:https://chat.whatsapp.com/JRtO82ZvzaZ636HHt829Dn