Technical Support Specialist

About Position As a Technical Support Specialist, you’ll provide various automation tools and solutions to Cisco IoT Control Center Customer support team and our customers. This is a highly visible and meaningful role. Customer support team provides support to our external customers coupled with being an effective advocate for the customer and providing superior customer experience. As part of the Customer Support team, you’ll work independently, responding to customer support team’s needs and drive the solution for them without supervision. Role: Technical Support Specialist Location: Remote Experience: 3+ YOE Skills: Network protocols, Python, Java, AWS, GCP, Azure, REST/SOAP APIs, SQL, Hadoop, Case management (Salesforce, ServiceNow or similar), What You’ll Do Analyze the various requirements coming from customer support team to help automate response and initial triaging for customer reported tickets. Help collaborate and build inhouse tools and solutions based on AI models and algorithms, taking the data input from different source such as available product documentation and Salesforce tickets. Communicate and collaborate with cross functional teams to streamline automation process. Expertise You’ll Bring BA or BS in Computer Science, Data Science, Artificial Intelligence or related technical fields. Proficiency in programming languages such as Python or Java. Good understanding of LTE, 5G networks and SS7/Diameter, RADIUS, SMPP protocols. Good understanding of public and private 5G networks, architecture (SA / NSA), protocols and call flows. Fundamental knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP. Fundamental knowledge of internet of things (IoT or M2M) verticals and evolving connected car call flow. Experience with tools such as Splunk, Anritsu, Grafana, Git, Wireshark and building SQL queries. Experience working with REST/SOAP APIs and software debugging skills in PaaS environment. Experience in using analytics tools, reading, and interpreting logs and metrics to tackle technical issues. Experience as technical support or sustaining engineering or systems engineering. Knowledge of cloud platform (AWS, Google, Azure or similar) and familiarity with big data technologies and tools (Hadoop or similar). Good understanding of artificial intelligence, machine learning, neural networks, and deep learning techniques. Excellent problem-solving and analytical skills, with the ability to work with datasets including documentation and product knowledge base. Ability to compare the effectiveness of different AI approaches. Relevant certification in AI or Machine Learning (AWS Certified Machine Learning, Google AI certification). Experience using case management (Salesforce, ServiceNow or similar), and bug tracking and collaboration tools (JIRA, Webex) to be able to integrate user interface with new AI solutions. Effective written and oral communication skills, professional communication via e-mail, or other written media, and ability to positively interact at a professional level on the phone. Benefits 13% Saving fund, capped to the law limit. 12% Grocery coupons, capped to the law limit. 12 vacation days first year + 6 floating days – number of vacation days increase according to seniority. Annual performance evaluation with rewards and recognitions. Up to USD 200 pre-approved annually for certifications relevant to the employee’s role. Free courses available at internal platforms. Major medical insurance (Spouse and children Included). Minor medical insurance (Spouse and children Included). Dental Insurance (Spouse and children Included). Visual Insurance (Spouse and children Included). Life insurance. Preferential price on car insurance (car fleet). Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. #J-18808-Ljbffr Persistent Systems