Escalations Support and Serviceability Engineer, Webex Video Platform

Can you demonstrate a real interest in cloud collaboration/real-time video communication, either through work experience or perhaps a hobby? If so, we are actively seeking candidates for the role of Escalations Support and Serviceability Engineer in Cisco Webex. You will be based on-site in our San Jose California office and be part of a highly experienced team of cloud video collaboration specialists in supporting key microservices in the Webex Video Platform.

We are looking for engineers with relevant experiences in technical product support, cloud operations or site reliability engineering. You will work in a fast-paced environment where you will be facing different and complex challenges and learn new things every day. You will quickly build a deep technical knowledge of our products as well as other related solutions. You will have the opportunity to take on responsibilities very early on that will help you to become an acknowledged expert in Cisco. You will play a pivotal role in aiding and educating Cisco’s broader support organizations, dealing with difficult customer problems and creating a bridge between development and the various customer-facing teams.

It is an opportunity for a person who is interested in software development, technical problem-solving, QA and customer support. In return, we offer the opportunity to work alongside the best engineers in the industry, responsible for creating and supporting some of the world’s leading-edge technologies.

Responsibilities

• Work closely with development teams to investigate customer issues and validate bug fixes
• Provide new feature introduction training for internal teams, particularly to the global technical customer support teams
• Develop and maintain internal tools and automation systems to aid debugging.
• Help shape future features and products by driving serviceability improvements
• Assist in maintaining and operating key microservices in the Webex Cloud

Eligibility

• 2+ years of experience in technical product support, cloud operations or site reliability engineering.
• Must be a US citizen
• Must be proficient in English

About You

• Strong technical capability to understand, investigate and analyze complex problems in a fast-paced cloud environment.
• Excellent written and verbal communication skills.
• Excellent team working skills but also able to self-motivate and take initiatives.
• Ability and willingness to learn new technologies with a genuine interest in troubleshooting challenging technical problems.
• Ability to work under pressure for multiple demanding customer escalations
• Willingness to be on-call for critical customer incidents and operational processes

Technologies We Use

You are expected to have experiences in most of the following technologies:

• SIP/SDP and H.323 signaling protocols
• RTP/RTCP
• H.264 AVC/SVC
• TCP/UDP networking protocols
• RESTful APIs and WebSockets
• Python
• Cisco Collaboration products such as video endpoints, Unified Communications Manager, Expressway, etc.

We Offer

• A competitive salary and bonus scheme
• Excellent benefits
• A flexible working environment and hours, including remote working flexibility
• Innovation time to work on new ideas, improvements and products
• A fun group of people to be with!

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!