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, good communication and social 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 handle client relationships in collaboration with Infrastructure/Service Support team members.
• Use 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 optimally connect 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 standard methodologies.
• 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 multi-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.

Who You’ll Work With

Our team's goals include ensuring seamless operation of Cisco's Webex applications through proactive maintenance, resolving technical issues promptly, and enhancing customer experiences across digital channels. We report on system performance, implement improvements, and support business growth by demonstrating cloud technologies and automation. Working on the Webex Technical Support team offers the opportunity to be at the forefront of digital communications technology, supporting a platform used globally by blue-chip businesses. You'll collaborate with a diverse, innovative team in a start-up-like environment, where you can directly impact the scalability and reliability of our multichannel customer engagement platform. A top performer on our team would proactively address technical challenges, applying expertise in Linux, MySQL, AWS, Azure, Kubernetes, and scripting to optimize system performance and reliability. They would excel in solve complex issues, collaborate effectively across multi-functional teams, and give to continuous improvement initiatives through automation and process enhancement.

Who You Are

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
• The ideal candidate should have substantial technical proficiency with a minimum of two years of experience, possessing expertise in cloud environments (AWS and Azure), Linux server management, Python scripting, database administration, and various DevOps tools and technologies, along with a good understanding of Kubernetes and containerized applications.

Key Skills:

• Providing technical support and solve 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.
• Developing and maintaining Python scripts to automate tasks and streamline processes.
• Managing MySQL and MongoDB databases, encompassing querying, analysis, and performance optimization.
• Using the ELK stack (Elasticsearch, Logstash, Kibana) for log management, analysis, and visualization.
• Maintaining Kafka messaging services for real-time data processing and stream processing.
• Configuring and solve of messaging and networking protocols, including DNS, SMTP, SMPP, and others as needed.
• Coll Official notification