Technical Consulting Engineer – Secure Access (Security)

Provide Solution level expertise to Customers.

This cloud-delivered security service edge (SSE) solution, grounded in zero trust, gives users an exceptional user experience and protected access from any device to anywhere.

Expectations from a Secure Access Technical Support Engineer:

Be the main point of contact of the reported issue (Cisco and/or Third Party).Develops adequate knowledge of tools to triage customer issues and secure output/evidence that helps point the issue towards resolution.Keeps the customer engaged and advised of the status of the issue and consistently updates the ticket with Cisco and the Third Party with relevant details (status, ticket #, Third Party engineer and contact information).Remains committed to our customer experience. Solution Support is a premium level of service which our customers expect a high standard of quality and excellence from Cisco.

Responsibilities:

Provide technical support for security products to customers, partners, account teams, and other internal technical support teams.Handle a wide variety of technical support problems—from simple application or network configuration fixes to very sophisticated troubleshooting and problem resolution.Use moderate to sophisticated lab setups to recreate and solve technical problems.Submit complete and correct defect reports with collaboration and supervision.Work with minimal direction and exercise judgment within defined procedures to resolve appropriate action.Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.

Main Tasks:

Drives problem resolution for issues experienced in customer environments.Diagnoses, fixes, and resolves incidents related to Cisco products, services, or solutions.Provides answers for products, services, or solutions questions.Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.Assists in documenting and resolving technical problems found in products and solutions.Engages and drives appropriate resources for critical issues.Maintains accurate documentation in incident and knowledge management systemsEnsures case management guidelines are followedOptimally communicates (verbal and written) with the customer and Cisco partners on status and progress of service requests

Minimum Requirements:

8+ years of experience in designing, deploying, configuring, supporting, troubleshooting, and debugging networks (direct customer support experience).Good technical foundation in networking (CCNA equivalent level or above) is required.

Technical qualifications:

Primary Skills: Knowledge of basic Routing and Switching, Cisco Adaptive Security Appliance (ASA) firewalls & vASA, FTD, Firepower, FMC, Cisco IOS Firewall (Zone-Based Firewall), Clustering, Cisco Security Manager (CSM) - recommend adding VPN/AnyConnect and AAA/ISE to the mix here.  Intermediate to advanced knowledge of Cloud services such as AWS, Azure, GCP and their provided services. Secondary Skills:  Cisco DUO and/or Umbrella.Microsoft Active Directory (AD), Linux, UnixWireshark and other tools for TCP/IP packet collection analysisServer and appliance virtualization using VMWare, MS Hyper-V, and KVMExperience leading technical troubleshooting calls with customer and internal stakeholders of varying technical experience (novice to expert) and across levels of interpersonal hierarchy (individual contributors to C-level executives)BS in a technical field (such as CS, EE, IT) or equivalent plus 8-10 years related experience.Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks.CCNP, CCNP Security, or CCIE Certification desired/preferredCloud Certification is a plus.Python, Perl, Bash scripting skills would be an added advantage

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!