Who we are:

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 accept mobile technologies so they can engage better with their customers in the digital world. With deployments in 60 countries, processing billions of digital touch points per month, 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 a young start-up-like team building a multichannel customer engagement platform to support thousands of business customers and manage 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.

Who You Are

The ideal candidate should have meaningful technical proficiency with a minimum of 3 years of experience, possessing expertise in cloud environments (AWS and Azure), Linux server management, scripting (Python), database administration, and various DevOps tools and technologies, along with a strong understanding of Kubernetes and containerized applications. Experience with providing technical support and troubleshooting 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. Knowledge in developing and maintaining scripts in Python to automate tasks and streamline processes. Experience handling MySQL and MongoDB databases, encompassing querying, analysis, and optimizing performance. Expertise in applying the ELK stack (Elasticsearch, Logstash, Kibana) for log management, analysis, and visualization. Proficiency in maintaining Kafka messaging services for real-time data processing and stream processing. Hands-on configuration and fix of messaging and networking protocols, including DNS, SMTP, SMPP, and others as needed. Collaboration with development teams to integrate applications and streamline code management using tools like Jenkins and GitHub. Proficiency in Kubernetes, including administration, deployment, troubleshooting, security best practices, and monitoring and logging tools like Prometheus, Grafana, and Fluentd. Providing additional support and expertise on SMS, RCS, and MMS channel protocols as needed.

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

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, excellent communication and interpersonal 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 manage client relationships in collaboration with Infrastructure/Service Support team members. Leverage 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 effectively communicate 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 best practices. 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 cross-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.

Why Cisco

#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 accept 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 colourful 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!