Working Hours

Located in Krakow, Poland, this position typically follows a standard 08:00 – 16:00 schedule, but depending on necessity it may require working in a later shift, extending up to 6 hours into the evening.

Who You’ll Work With

Support Services (aka TAC) in our Customer Experience organization provides second and third level technical support to our customers around the world. We jump in to help when their network or solutions experience hiccups. Are you ready to assist when nobody else knows how to fix the issue?

Various technology teams exist within TAC. Now we are looking to strengthen our Collaboration support team in Krakow, Poland. In Customer Experience (CX), we continuously support our customers in making their customers' lives better. Do you want to help? We invite you to join us in this endeavor being a part of our family.

In This Role You´ll:

• Serve as a trusted technical authority for global Cisco customers and partners.
• Collaborate with customers and cross-technology teams to resolve complex technical issues.
• Contribute to knowledge bases, troubleshooting guides, and train junior engineers.
• Engage with the latest networking security technologies and recreate customer issues in Cisco labs.
• Assist other TCEs and Global Delivery Partners and interact with Engineering to solve problems and submit effective escalations.
• Recognize and submit bugs, provide escalation support, and build reusable lab setups.
• Produce and share intellectual capital, including documentation and training, for global use.
• Mentor and develop others, leveraging software skills to configure, deploy, and troubleshoot Cisco products.
• Solve complex problems with innovative troubleshooting and experimentation, providing guidance to other engineers.
• Act as a technical expert, applying industry standards and partnering with serviceability teams to author requirements and review specifications.

Who You Are

• Problem solver and proven troubleshooting skills.
• Exposure to Call Control: Cisco Unified Communications Manager.
• Understanding of Voice over IP (Vo IP) technologies and protocols such as SIP, H.323, and MGCP.
• Understanding of networking concepts, including LAN/WAN, Qo S, VLANs, and IP addressing.
• Experience with Cisco routers, switches, and voice gateways.
• Knowledge of security practices related to voice and video communications.
• Analog /digital interfaces.
• Media and signaling transport: RTP/SRTP; UDP/TCP/TLS.
• Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler).
• CCIE Collaboration is highly desired.
• Excellent communication skills,
• Education: You are Bachelor or Master’s in Engineering/ Computer Science or have equivalent experience.
• Experience in technical support (TAC) or similar job role.

Why Cisco?

#We Are Cisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it).

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA). We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.