* Work on critical, highly complex customer problems that may span multiple AWS services.* Partner with Amazon teams across globe to help reproduce and resolve customer issues.* Interact with leading engineers around the world.* Leverage your extensive customer support experience to provide feedback to internal AWS team on how to improve the services.* Drive projects that improve support-related processes and customers’ technical support experience.* Write tutorials, how-to… Show more * Work on critical, highly complex customer problems that may span multiple AWS services.* Partner with Amazon teams across globe to help reproduce and resolve customer issues.* Interact with leading engineers around the world.* Leverage your extensive customer support experience to provide feedback to internal AWS team on how to improve the services.* Drive projects that improve support-related processes and customers’ technical support experience.* Write tutorials, how-to videos, and other technical articles for the developer community.* Coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives to ensure better CX and compliance with global AWS standards, practices and policies. Show less

* Learn, support, and use groundbreaking technologies.* Field and manage technical customer issues via phone, chat and email.* Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.* Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams* Drive customer communication during critical events.* Create knowledge articles, videos and other technical articles for the AWS customer community.

Key Responsibility :• Work upon Service Requests raised on Cisco Collaboration Technologies including Telepresence Endpoints (C,EX,SX,DX,MX,IX & WebEx Room Series), Cisco Unified Communications solutions (UCM, IP Phones), Video Conferencing Solution (MCUs, Conductors, TPS, Cisco WebEx), VCS Expressway Solutions (Firewall Traversal, B2B Calling, MRA) underlying TCP/IP, SIP, H.323, RTP, DNS and other networking protocols.• Work closely with related cross technology platform while… Show more Key Responsibility :• Work upon Service Requests raised on Cisco Collaboration Technologies including Telepresence Endpoints (C,EX,SX,DX,MX,IX & WebEx Room Series), Cisco Unified Communications solutions (UCM, IP Phones), Video Conferencing Solution (MCUs, Conductors, TPS, Cisco WebEx), VCS Expressway Solutions (Firewall Traversal, B2B Calling, MRA) underlying TCP/IP, SIP, H.323, RTP, DNS and other networking protocols.• Work closely with related cross technology platform while troubleshooting complex call-flow scenarios including Cisco and/or 3rd party (like Microsoft, Zoom, Polycom,Avaya,Lifesize etc.) VOIP infrastructures.• Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs. Root cause issues and drive efficient and effective corrective actions.• Experience in Deploy/Install/Upgrade/Migration activities of customer infrastructure under Cisco Collaboration Portfolio.• Maintain strong working knowledge of released products (bug filing, enhancement / feature requests), take ownership for product improvement, and participate in pre-release activities.• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.• Exhibit leadership through personal responsibility, accountability and teamwork.• Mentor new hires, Deliver training sessions / Webinars on Cisco Telepresence Technologies to cross team / theaters and Cisco partners.• Identify sales opportunities and report them appropriately Cisco sales team. Show less