Escalations Engineer|Email Security| Dev OR QA|7-11years|Bangalore
Area of InterestEngineer - Network
Technology InterestNetworking, Security
What You'll Do
As an Escalations Engineer, you will be primarily responsible for day-to-day escalation management of Cisco’s Email Security products (ESA/SMA). Specifically, requests from Cisco TAC (CX), and/or account teams with focused attention on Email Security technology.
You will also be responsible for:
- Being the engineering focal point for technical escalations; As a primary point of contact on CAP and other critically urgent engagements working alongside Account teams to drive issues to closure - Tracking and reporting on open customer issues, software defects and influencing technical resolution - Building credibility and trust within the group and with customer representatives - Assist in defining new software product features based on the customer inputs and case analysis. Participate in the product architecture definition and influence the design based on customer requirements - Initiate informal reviews of ideas and technical objectives within and across business units
Who You'll Work With
You will work with multi-functional teams across Cisco. Our worldwide team works with the highest tier of Cisco Technical Support, as well as with Product Management, Manufacturing, and the rest of the Security Business Group Engineering team, focusing on Email Security. You'll get to work directly with customers or with their Cisco Sophisticated Services teams on resolving particularly difficult technical issues.
Who You Are
You have a passion for and think customer first. You have proven experience working with managing Security policy and transparency of large deployments. 8+ years of technical experience in the workforce At least a BS in computer science or engineering, electrical engineering, information technology, or related technical field. Highly technical knowledge of network architecture and troubleshooting. Understanding of software development standard methodologies, including code review and troubleshooting. - Candidate should be comfortable presenting with customer representatives and navigating through demanding customer engagements
- Ability to explain hard technical concepts in an easy-to-understand manner, or if vital, engage in deep technical conversations just the same
- Solid understanding of or background in security services, anti-spam, anti-virus and clustering technology
- Additionally, having a proven background in coding/scripting and troubleshooting tools on a Unix OS (Python, C/C++, tcpdump, gdb, sed/awk) is desirable
We Are Cisco
#WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning 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, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take aggressive steps, and we take the 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.