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Customer Support Engineer

At CX Advanced Solutions, our Customer Support Engineers play a critical role in delivering exceptional customer experiences. This position is ideal for someone who enjoys hands-on technical problem-solving, working directly with customers, and supporting Webex Calling and Contact Center environments. You’ll collaborate closely with internal teams to resolve issues, optimize performance, and ensure our customers get maximum value from their solutions.

Why You’ll Love This Role:

  • Solve meaningful, real-world technical challenges every day
  • Work hands-on with modern Webex and CX technologies
  • Collaborate with a supportive, highly skilled team
  • Build strong relationships while directly helping customers succeed
  • Grow your technical expertise in a fast-moving, customer-focused environment

Job description

Essential Duties and Responsibilities
  • Collaboration: Work closely with the sales and deployments teams to understand customer needs and ensure the product is configured to meet those needs.
  • Technical Support: Handle escalated technical support tickets from customers, providing expert-level assistance to resolve complex issues in a timely manner.
  • Platform Expertise: Serve as a Tier 1/2 support resource for Webex Calling and Webex Contact Center issues, escalating to engineering when necessary.
  • Cross-functional Coordination: Collaborate closely with product development and engineering to ensure prompt resolution of customer issues and communicate customer feedback effectively.
  • Proactive Monitoring: Monitor customer systems and services to identify potential issues, provide recommendations, and implement preventive measures.
  • Account Management: Assist with building strong customer relationships, understanding business needs, and identifying opportunities for upselling or cross-selling solutions.
  • Documentation: Create and maintain comprehensive documentation, including troubleshooting guides, knowledge base articles, and best practices.
  • Availability: Participate in on-call rotations to provide 24/7 technical support coverage for critical customer issues.
  • Mentorship: Mentor and provide guidance to junior support engineers, fostering a culture of continuous learning.
  • Industry Standards: Stay up-to-date with industry trends, emerging technologies, and best practices.
  • Other: Other duties as assigned by management.
Reports To
  • Director of Customer Experience
Qualifications
  • Education: Bachelor’s degree in Computer Science, Computer Engineering, or a related field.
  • Experience: 2+ years experience in a customer support or technical engineering role.
  • Troubleshooting: Strong expertise in analyzing logs, troubleshooting complex issues, and providing efficient solutions.
  • Communication: Exceptional customer-facing skills with the ability to explain technical concepts to non-technical audiences.
  • Self-Management: Demonstrated ability to work independently, manage priorities, and drive results in a fast-paced environment.
  • Platform Skills: Hands-on experience supporting Cisco Webex Calling, CUCM, Webex Contact Center, or equivalent UCaaS/CCaaS platforms.
  • Technical Knowledge: Understanding of VoIP/SIP protocols, PSTN integrations, and basic networking (NAT, firewalls, DNS).
  • Tools: Familiarity with Cisco Control Hub, Call Flow Editor, Agent Desktop, and workspace provisioning.
Key Outcomes
  • Improved project management of strategic projects and customers.
  • Improved project completion rates.
  • Improved predictions and trend analysis.
  • Improved stakeholder and customer satisfaction.
Systems and Tools
  • SFDC (Salesforce): Primary documentation tool.
    • Order Task Notes to notate communication.
  • Cisco Control Hub:
    • Customer and system management.
    • Webex Calling.
    • Webex Contact Center.
Performance Metrics / Scorecards
  • Ticket Status Report
  • Escalation Report
  • Ticket Completion Report
  • Customer Satisfaction Survey (CSAT)
Are you Ready?

Join the team

Fill out the form to the right, upload your resume, and select the position you’re applying for — it’s that simple. Once submitted, our team will be in touch. We’re excited about the opportunity to connect with you and explore how you can make an impact at CXAS.

If you have any questions, feel free to reach out to us at careers@cxsol.com.

Questions?

Contact Us