Job Description: A client of Insight Global is seeking a Tier 3 Support Engineer to support the Unified Contact Center Enterprise (CCE). The Tier 3 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues related to Contact Center Enterprise (CCE). This role requires deep technical knowledge and the ability to work closely with customers, partners, and engineering teams.
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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 to maintain expertise in Cisco technologies and industry trends.
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.