Meet the Team 

The Licensing Level 2 Support team is responsible for investigating, managing, and resolving customer licensing issues. The team works closely with customers, partners, internal support teams, and cross-functional stakeholders to address complex licensing challenges, ensure compliance with licensing policies, and provide escalated support for critical cases. Their primary focus is to deliver accurate resolutions, minimize customer impact, and improve the overall customer experience related to licensing services.

Your Impact 

As a Licensing Level 2 Support Engineer, you will play a critical role in investigating, managing, and resolving complex customer licensing issues with a strong focus on accuracy, responsiveness, and customer satisfaction. You will serve as an escalation point for challenging licensing cases, working collaboratively with customers, partners, internal support teams, engineering, product management, and other cross-functional stakeholders to drive timely and effective resolutions.

In this role, you will analyze licensing-related incidents, troubleshoot entitlement and compliance concerns, identify root causes, and ensure adherence to licensing policies and operational processes. You will also contribute to improving support efficiency by documenting solutions, identifying recurring trends, and recommending process or system enhancements to prevent future issues.

The primary objective of this role is to deliver high-quality customer support, minimize business impact for customers, maintain licensing compliance, and continuously improve the overall customer experience related to licensing services and support operations.

Your key responsibilities on this role would be as follows-

• Provide support for licensing-related issues via chat and emails using case management platforms.
• Troubleshoot and resolve complex licensing problems including:
  • License delivery, activation and registration
  • Entitlement validation
  • Smart account administration
  • Licensing Operations, migration, Upgrades, renewal, and compliance inquiries
• Perform in-depth analysis of customer issues using internal Licensing support and ordering tools.
• Collaborate with other cisco support teams, Business units, Engineering, sales and IT teams to drive resolution.
• Identify root causes and provide corrective/preventive recommendations through defect and enhancement channel.
• Document troubleshooting steps, solutions, and knowledge articles.
• Maintain SLA adherence and ensure timely case updates.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3+ years of experience in technical support, preferably in software licensing, SAAS or subscription environments.
• Experience working and using case management systems (e.g., Salesforce, ServiceNow).

Preferred Qualifications:

• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills.
• Excellent Customer handling skills.
• Ability to manage multiple cases simultaneously in a fast-paced environment.

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.