Escalation Engineer

Company: Cisco
Location: Rancho Cordova
Posted on: October 12, 2020

Job Description:

Webex Escalation Engineer The WebEx team is looking for a rockstar at managing high visibility customer issues and escalations. This person will be providing technical support and assistance for highly visible or highly escalated customer engagements. What_You ll_Do * Prepare and deliver executive level communications regarding critical incidents. * Interface directly with customers, at all levels, to communicate latest updates and action plans. * Review configurations for Webex Meetings, Teams and Devices, as well as on-premise device deployments. Troubleshoot any issues that arise from that investigation or are reported by the customer. * Coordinate root cause analyses; share with cross functional, customer and leadership teams. * Serve as the single source of information for critical customer engagements - participating in regular calls to monitor progress, document and execute action plans, and drive in depth customer technical discussions. * Coordinate with an engagement project lead in driving customer health checks, systemic issue reviews, and/or best practices. Who_You ll_Work_With Our team is focused on driving customer experience by driving organizations to modern practices in an evolving collaboration portfolio. Today, we are building a high performing team that is tightly engaged with our clients, understand their business imperatives and orchestrating the execution of our services to meet our client s business needs. You will partner with the organization senior leaders and the broader cross functional teams to mobilize support, engineering and operations to respond quickly and drive issues to completion, with high customer satisfaction. As a team, we collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

Keywords: Cisco, Rancho Cordova , Escalation Engineer, Engineering , Rancho Cordova, California