.Webex Calling is a Global Market Leader that provides a cloud-based carrier class VoIP platform.This is not your typical helpdesk position. Webex Calling is a fully managed, scalable SaaS model that lets customers cost-efficiently deploy Webex Calling - into our integrated suite of communication and collaboration services.You will technically understand the Webex Calling SaaS platform to look after trouble tickets, develop solution guides for our Partners and take an active technical role in deployment and support of the company's solutions.- Front line resolution of technical issues while working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.- Provide Tier 2 support to our partner's level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner.- This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers- To delight customers by listening to the customer's concern, demonstrate that you understand their issues and their situations, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.- Collaborate with other Cisco teams and diligently escalate sophisticated problems where a course of action may not be immediately obvious, whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.- Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly.- When needed, work with third parties such as downstream SIP Carrier Providers, Peering Providers, ISP, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider every problem is an opportunity to assist the customer.- The position supports our Service Providers including elite Telecommunications Operations and Tier 1 Channel Partners with sometimes demanding and urgent needs.- As a Webex Calling Customer Support Engineer, you will report to the Webex Calling Customer Support Manager to support our rapidly-growing customer base.Experience & Technical Aptitude- Technical understanding of the full suite of Webex Calling products deployed in the Cisco environment is required