Insight Global
Job Description
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
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
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 null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
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
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
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 null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.