Secure Access Escalations Engineer | 8+ years | Bangalore

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  • Location:
    Bangalore, India
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1433373

Who You'll Work With 

Security Business Group (SBG) is a best-in-class team of software engineers who 

focus on understanding and troubleshooting complex security problems encountered 

by various Cisco customers worldwide. We handle the most challenging problems 

found in customer environments every day. This is an escalations role for the Cisco Secure Access product. This position is technical, fast-paced, and requires strong problem-solving skills. It challenges one’s theoretical knowledge with situations warranting real-time analysis and live debugging of the problem and provide 

a smart and intelligent workarounds and/or solutions. 

 

Does this excite you? This job is for you. 

 

What You’ll Do 

 

Primary Responsibilities: 

  • Identify, influence, and drive product improvement initiatives 

  • Be the engineering focal point for identifying and resolving customer issues. Ability to handle, diffuse urgent and serious customer engagements. 

  • Determining appropriate problem diagnosis strategies and optimally communicate 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 

  • Mentor team members through one-on-one and formal training 

  • Must be strategic and work well with team members. 

  • Ability to effectively communicate complex technical concepts to a wide audience 

  • Partner with the Management Team to help make strategic decisions. 

 

Specific Requirements: 

  • 8+ years of experience supporting enterprise-class customers in a Support Engineer role. 

  • Solid understanding of LAN and WAN networking protocols and technologies, including security solutions, switching, firewalls and routing. 

  • Experience with Linux/Unix server administration and proficiency with command-line tools 

  • Solid grasp of web protocols (HTTP/S) proxy architecture and deployment 

  • Strong understanding of ZTNA, DNS, DHCP, SAML, IPsec & TLS/DTLS VPN, IPS, and Firewall concepts 

  • Comprehensive knowledge of Active Directory Domain Administration tools 

  • Familiarity with the latest System/Network/Cloud security principles and trends 

  • Enjoy helping others even when faced with difficult circumstances: exercise patience and professionalism during stressful situations 

  • Strong written and oral communication skills, including the ability to convey technical information in user-friendly language  

  • Ability to balance a constantly changing work environment: remain productive during slow times, and able to multitask effectively during busy times 

  • Ability to prioritize and work responsibly without direct supervision 

  • A positive attitude and friendly personality 

  • Troubleshooting experience with Cisco Secure Access is a plus 

  • Cisco ASA VPN troubleshooting and debugging is a plus 

 

Why Cisco 

#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 differences to heart. Because without diversity of 

thought and a dedication to equality for all, there is no moving forward.

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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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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