Cisco Umbrella is looking for a Customer Support Engineer to join our Support Team in San Francisco. At Cisco Umbrella, Customer Support is marketing. 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 medium-sized global team where you will be able to offer first-class technical expertise for our established products (Cisco Umbrella and Cloudlock) used and loved by tens of millions around the world. You will also have an opportunity to work on our newly released product, Secure Internet Gateway (SIG). You will act like the customer’s champion ensuring that Cisco Cloud Security provides them with the best possible experience.
Role & Responsibilities:
Respond to user support requests
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.
Maintain composure in a fast-paced professional environment
Solving 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 large 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
You've achieved a Bachelors degree, or have accrued relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of experience in network support
You have relevant experience and a real passion for supporting network security products
You're experienced at solving advanced networking issues and have a superb grasp of fundamental networking theory
You have strong verbal and written communication skills for answering technical questions with customer follow-up
You have a desire to expand your skills, move into new areas
You are detail-oriented and analytical
You hold a CCNA (R&S or Security) certification or have equivalent work experience
2 years relevant work experience
Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms
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.
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.