Meet the Team Cisco’s Technical Assistance Center is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Collaboration within Customer Experience continue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS. Your Impact The Collaboration team provides second/third level technical support for connections solutions on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams and collaborate with other TAC engineers to resolve issues. * Support hybrid products can be replaced with Support Collaboration Products: Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Webex Calling Dedicated Instance, IP Phones, Business Edition 6000/7000 to better align with the team's product scope. * Provide highest-level technical support to help resolve complex customer problems from on-premise to Cisco. * Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support. * Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use. * Innovate - Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution. * Coach and mentor others to help them advance in their career. * Participate in delivering and exceeding customer service level commitments. Minimum Qualifications: * BS in a technical field or equivalent. * Possess 5+ years of experience in support of Cisco Unified Communications or Business Video Solutions in areas like the following: * Call control protocols. * Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler) * Possess an English level equivalent to B2 or higher. * Be able to attend the office in a hybrid environment of 2 to 3 days per week. Preferred Qualifications: * Strong written, verbal and presentation skills * Understanding of Webex - Cloud application services, or Software as a Service (SaaS). * CCNA * CCNP, CCIE Collaboration highly desired * 3 years (as minimum) of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. "Real time" service support environment experience is highly desired. * Skilled understanding of any of the following areas: * Networking - Routing Switching (TCP/QoS) * Microsoft Solutions (Exchange, Active Directory, LDAP) * Microsoft (IIS, SQL), VMWare, Linux, SSL Certs * Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS. * Cisco Unified Communications Manager * Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS) * Protocols (SIP, RTP, DTMF, SAML, SMTP) * Web Proxy * Web API * Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues * Lead by example, mentor, and train others * Ability to work with Engineering architects to influence serviceability and usability design \#WeAreCisco #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 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.