Tier 3 Support Engineer

2 weeks ago

Bengaluru, Karnataka, India Insight Global Full time

Pay rate: ₹15-25 LPA

Required Skills & Experience


• 10+ years of experience troubleshooting and problem resolution for escalated technical issues
• 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.
• Experience with Cisco TAC processes and tools is a plus.

Nice to Have Skills & Experience


• Provide on-call and after-hours support


• Relevant Cisco certifications (e.g., CCNP, CCIE) preferred.

Job Description

A client of Insight Global is seeking a Tier 3 Support Engineer to support the Unified Contact Center Enterprise (CCE). The Tier 3 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues related to Contact Center Enterprise (CCE). This role requires deep technical knowledge and the ability to work closely with customers, partners, and engineering teams. On a day to day basis you will be supporting the Tier 2 support level as a more technical point of contact. You will be responsible for looking at the issue and understanding what the root cause issue is. From there, you will loop in the proper point of contact for remediation. During this time you will be responsible for communication with the customer.

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