Customer Support Engineer – Cloud Security

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do  


Cisco Umbrella is looking for a Customer Support Engineer (Tier I) to join our Support Team in RTP, NC.


At Cisco Umbrella, Customer Support is marketing our brand and product. Helping our customers is the best way to add value to our brand and you are our ambassador in this mission. This is an opportunity to join a fast-growing distributed team where you will be able to offer outstanding technical expertise for our Cisco Umbrella product, which is used and loved by tens of millions around the world. You will also have an opportunity to support our Secure Internet Gateway (SIG) product as well. You will act as the customer’s champion ensuring that Cisco Cloud Security provides them with the best possible experience.  


Role & Responsibilities 

Respond to customer support requests via phone and email  

Diagnose and provide solutions to technical issues   

Research issues while maintaining communication with end-users  

Escalate issues to Tier II and Tier III support, as needed  

Create end user documentation and recommend procedure changes to improve efficiency  

Multitask efficiently, toggling from email support to incoming calls throughout your shift  

Maintain composure in a fast-paced professional environment   

Tackle problems accurately, creatively, and efficiently  

Work well in a global team environment   

Cross functional collaboration   

Able to work weekends on a rotational schedule  


Who You'll Work With  

The Cloud Security support team delivers extraordinary technical consulting and support to a substantial portion of Cisco’s customer base. Our vision is to drive customer loyalty through compelling support experience and our team does this every single day by solving complex, confusing, and often groundbreaking network security problems. Do you have what it takes to innovate with us and make a difference in the constant fight for secure networking?  


Who You Are  


Minimum Qualifications 

You have achieved a bachelor's degree, or have accrued relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of customer facing experience in network/IT support.   

Have a real passion for supporting network security products.   

Experienced at solving advanced networking issues and have a superb grasp of fundamental networking.  

Strong verbal and written communication skills, and you are skilled in answering customers’ technical questions.  

Desire to expand your skills, move into new areas.   

Detail-oriented and analytical. 

Comfortable troubleshooting via both phone and email.  

Hold a CCNA (R&S or Security) certification or have equivalent work experience. 


Desired Skills  

Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products  

Advanced Wireshark analysis   

Web Proxy support experience   

Familiarity with Firewall, ISR or VPN   

Familiarity with Zendesk, JIRA   

Ability to prioritize and work responsibly with or without direct supervision.  


You should apply if you…  

Care about contributing to an amazing work culture and environment  

Are comfortable navigating a fast-paced role   

Are comfortable asking questions and reading documentation daily  

Are passionate about helping customers   

Have impeccable communication - both verbal and written  

Can work weekends on a rotational basis 


Important things to note 

This is a role where change is constant  

We are a team that pushes each other and learns together  

This is a customer facing frontline support role  

Working some weekends is required 

Assisting customers via phone is required  

You must be comfortable asking for help  


Why Cisco  

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.  

We connect everything – people, process, data, and things – and we use those connections to change our world for the better.  

We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.  Be you, with us!


Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.




Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.