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Cisco Customer Support Engineering - Cloudlock Technical Lead in Waltham, Massachusetts

The ideal candidate is encouraged to have mastered 100% of the skills required to both support the Cloudlock product, as well as serve the support team members as the go-to technical resource/mentor for the product.

Additional skills required for the role:

  • Demonstrated excellence in communication and interpersonal skills

  • Working knowledge of Regex in order to properly diagnose customer-defined policies and to identify edge cases.

  • Lead weekly Support case review with engineering teams

  • Discuss outstanding cases, including prioritization of work

  • Communicate back to support all of sustaining engineering’s case comments

  • Inform Product Management on outstanding issues as documented in Request For Enhancement (RFE) records in Salesforce (SFDC).

  • Resolve whether an issue is a bug, design flaw, or RFE

  • Provide input and trend information across customers on any RFEs to PM

  • Maintain and review as needed the Support RFE report in SFDC

  • New internal knowledge documents are created regularly (goal of 5 per week per team member)

  • Ensure knowledge documents are current, complete, and technically correct.

  • Lead weekly review with the team and with the Support Manager to include

  • Discuss quality or usability issues

  • Call out all urgent or unusual cases or situations presented by customers to the Support Manager after initial triage

  • In addition to monitoring and responding to queues, investigate T2 cases escalated by T1

  • Act as a subject matter expert to review product issues and enhancement requests for detail and feasibility before submission to product management

  • Author and drive the use of knowledge articles for internal and external users

Technical Proficiency

  • Highly developed troubleshooting skills and analytical problem solving

  • Current with all internal training (as evidenced by training systems data)

  • Endorsement from Engineering/Product related to T2 skills

  • Ability to handle escalated cases and customer situations

  • Identify issue trends and handle escalated case queue

  • Mentoring of T1 staff to enhance technical proficiency of entire team including training, documentation, and product reviews

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.