Support Manager

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Support Manager

Responsibilities:

Support Manager I Position requires the following:

• Manage a team of 3rd level CSA support engineers
  
• Experience with managing support engineers
  
• Hands-on 3rd level product escalation support role handling escalated cases and fielding direct telephone calls from customers, Cisco Technical Assistance Center (TAC), sales engineers, sales people, and others in need of escalation support for the CSA product
  
• Demonstrate patience and a positive attitude with all types of customers
  
• Be a Cisco Ambassador, representing Cisco positively at all times in sometimes difficult situations
  
• Be able to motivate a team and facilitate open discussions
  
• Excel in a fast paced environment
  
• Initiate projects and provide technical guidance to team members
  
• Share technical expertise and experience with all members of the CSA Escalation Team
  
• Be active more than reactive to escalation support issues
  
• Undertake testing and projects with the team
  
• Write technical documents for internal and external use
  
• Leverage interaction with developers and QA engineers to find customer solutions
  
• Perform CSA problem reproduction, analysis, and submission of defect report to development and drive the process to a releasable product solution
  

Required Skills:

• Experience and Qualifications (5-10 years):
  
• Experience managing a team of support engineers
  
• Superior customer management skills
  
• Strong verbal and written communication skills
  
• Ability to perform problem decomposition and problem solving with incomplete information
  
• Independent initiative, adaptability, positive attitude, grace under pressure
  
• Solid experience with Windows-2000/2003/XP/Solaris/Linux
  
• Experience with large scale enterprise deployments of Windows, Solaris, and Linux systems
  
• Experience solving complex, multilayered, system level customer issues
  
• B.S. in Computer Science or related field (M.S is a plus)
  
• TCP/IP and related protocols
  
• Perl and C programming experience is a plus

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This job has been filled. Please contact me for other opportunities.