Escalations Engineer

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  • Location:
    Oeiras, Portugal
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1420367

Security Business Group (SBG) is an outstanding team of software engineers who focus on understanding and troubleshooting enlightened security problems encountered by various Cisco customers worldwide. They seek the hardest of the hard problems found in customer environments every day. The blocking issue engineer position is technically very fast-paced and requires very strong problem-solving skills. It challenges one’s theoretical knowledge with situations warranting real-time analysis and live debugging of the problem and provides a smart and intelligent workaround and or solutions. 

Does this excite you? This job is for you. 

What You'll Do 

Primary Responsibilities: 

  • Identifies, influences, and drives product improvement initiatives 
  • Be the engineering focal point for identifying and resolving customer issues. Ability to handle, and diffuse urgent and serious customer engagements. 
  • Determining appropriate problem diagnosis strategies and optimally communicating steps for further troubleshooting across multiple security technologies 
  • Proactively address customer concerns and prevent problems from arising 
  • Provide critical feedback to engineers on design and functional specifications for product usability, serviceability, and reliability 
  • Must have Strategic approach and work well across teams
  • Ability to effectively present sophisticated technical concepts to a wide audience 
  • Partners with management in process improvement and optimization efforts

Specific requirements: 

  • Experience with firewall technology (ACLs, stateful packet inspection, traffic filtering, NAT/PAT), Intrusion Prevention System (IPS), ideally with Cisco’s Firewall products. 
  • General networking skills, with knowledge of and experience with networking protocols at all levels of the protocol stack, covering architecture, design, implementation, expansion, and troubleshooting of enterprise-level secure networks. 
  • Hands-on experience with software debugging techniques and usage of tools such as gdb, trace/ktrace, tcpdump, wireshark, other Linux utilities, and memory profiling tools 
  • An ideal candidate for this role carries 4 – 8 years industry experience, with at least 2 years exposure on Firewalls or VPN

Nice to have

  • Working experience of programming languages such as C++/Objective-C/Java 
  • Working experience of languages like Perl/Python 
  • Working experience of QA/Testing 
  • Working experience in Databases, ideally with an emphasis on troubleshooting 
  • CCNA or CCNP (with a security focus)

Why Cisco 

At Cisco, each person brings their different 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, processes, data, and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns, and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education, and more – from Smart Cities to your everyday devices. 

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities. 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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