The Tier 2 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues related to Contact Center Enterprise (CCE).
Provide expert-level troubleshooting and problem resolution for escalated technical issues.
Analyze and diagnose complex software, hardware, and network problems.
Collaborate with TAC, engineering, and product teams to identify root causes and develop solutions.
Support presales and post-sales activities by providing technical guidance and solution design input.
Create and maintain technical documentation, knowledge base articles, and customer communications.
Mentor and assist lower-level support teams to improve overall support effectiveness.
Participate in continuous learning
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5+ Years of experience in following Cisco technologies:
ICM (UCCE), CVP, Finesse, CUIC, Cloud Connect, LiveData, IdS, VVB
Extensive experience with Cisco networking, collaboration, or security technologies.
Strong analytical and problem-solving skills for complex technical issues.
Ability to communicate effectively with technical and non-technical stakeholders.
Relevant Cisco certifications (e.g., CCNP, CCIE) preferred.
Ability to perform solution design and implementation
Experience with TAC processes and tools is a plus.
Provide on-call and after-hours support
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.