L2 Licensing

Job Description

Role Overview

The L2 Licensing Support Engineer is responsible for providing advanced (Level 2) support for Cisco Software Licensing issues, ensuring end-to-end resolution and seamless customer experience. This role also includes Licensing Operations escalation handling and proactive customer enablement to drive licensing adoption and optimization. 

Key Responsibilities 1. License Service Delivery • Provide Level 2 (L2) support for Cisco licensing cases. • Monitor and manage cases via Cisco tools (e.g., CSONE) with full ownership of assigned cases and chats. • Investigate, troubleshoot, and resolve cases escalated from L1 teams (GLO, TAC, and internal Backbone teams). • Collaborate with L3 teams (IT, Business Units, Trade Ops etc.) for dependent issue resolution. • Maintain accurate and detailed documentation of case activities, communications, and updates in ticketing tools as per standards. • Identify recurring issues, systemic defects, and improvement opportunities; escalate to relevant Cisco teams.