Senior CSE (Enterprise Networking & Collaboration)

The Senior Customer Support Engineer (Enterprise Networking & Collaboration) leads technical support for UAS clients across Enterprise Networking & Collaboration solutions, including routing, switching, SD-WAN, collaboration endpoints, voice and video conferencing, and unified communications platforms. This role serves as the escalation point for complex incidents, drives root cause analysis (RCA), manages principal-vendor TAC coordination, and ensures the delivery of high-quality technical documentation and customer communication. As a senior individual contributor, the position also mentors Customer Support Engineers and helps elevate team performance in alignment with the L2 Job Levelling framework.

Senior individual contributor within the Enterprise Networking & Collaboration support team who:

• Mentors and coaches 2 to 4 Customer Support Engineers
• Collaborates closely with:
• Customer Service Representatives
• Account Managers
• Project Managers
• Senior Engineers
• Solutions Engineers
• On-Site

Responsibilities

• Own the resolution of escalated and complex Enterprise Networking & Collaboration incidents.
• Perform structured troubleshooting and issue isolation across customer environments.
• Develop comprehensive Root Cause Analysis (RCA) reports.
• Lead corrective and preventive actions to prevent recurrence.

Vendor TAC Coordination

• Manage technical support cases with principal-vendor Technical Assistance Centers (TAC).
• Ensure timely escalation, documentation, follow-up, and closure of vendor cases.
• Maintain compliance with customer and internal SLA requirements.

Documentation & Quality Assurance

• Create and review:
• Method of Procedure (MOP) documents
• Preventive Maintenance Reports
• Incident Reports
• RCA documentation
• Ensure all technical documentation meets UAS quality standards before client submission.

Mentorship & Team Development

• Coach Customer Support Engineers through:
• Ticket reviews
• RCA reviews
• Troubleshooting guidance
• Documentation best practices
• SLA management discipline
• Support engineers in progressing toward Professional-level certifications and L2 readiness.

Customer Communication

• Serve as the primary technical resource during major incidents.
• Provide timely customer updates during service disruptions.
• Facilitate post-incident reviews and resolution discussions.
• Manage customer expectations and maintain confidence throughout incident resolution activities.

Core Capabilities

• Drives ticket resolution efficiency and RCA quality.
• Minimizes repeat incidents through sustainable corrective actions.
• Protects customer SLA performance and service quality.

Client-Centric Execution

• Serves as a trusted technical advisor during critical incidents.
• Builds credibility with customers and principal vendors.
• Maintains strong customer relationships through effective service recovery and communication.

Assertive, Proactive Communication

• Communicates clearly and consistently with customers and stakeholders.
• Sets realistic expectations regarding timelines, resolution plans, and risks.
• Ensures alignment among customers, Account Managers, Technology Leads, and vendor TAC teams.

Enterprise Networking & Collaboration RCA & TAC Coordination

• Leads advanced troubleshooting and root-cause investigations.
• Coordinates effectively with vendor support organizations.
• Produces high-quality RCA and MOP documentation.
• Contributes to operational runbooks, standards, and knowledge management initiatives.

Technology Coverage Includes:

• Cisco
• Cisco Meraki
• HPE Aruba
• Aruba ClearPass
• Huawei
• SD-WAN Solutions
• Unified Communications Platforms

Qualifications

• Bachelor's Degree in:
• Electronics and Communications Engineering (ECE)
• Computer Engineering
• Computer Science
• Information Technology
• Or a related field
• Minimum 3 to 4 years of experience supporting, administering, or troubleshooting enterprise networking and collaboration environments.
• Demonstrated experience leading escalated incidents and conducting RCA activities.
• Possession of at least:
• One Professional-level certification (Core + Specialization) within the assigned technology/vendor
• Training certifications from at least two principal vendors under Enterprise Networking & Collaboration