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Who You Are

You will provide 2nd/3rd level technical support for Firepower Security technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers

You can apply your analytical skills and technical knowledge to tackle product and network problems of moderate to high complexity.

You will also provide technology/product training and intellectual property material as required

You'll act as the focal point for large account network problem resolution.

You can optimally apply moderate to sophisticated lab setups to recreate and tackle problems.

Cisco Services strives to bring value to Cisco customers by providing outcomes that solve key business problems. We do this through a focus on driving growth in our current portfolio while investing in new business models that create lasting differentiation for Customers, Partners, Employees, and Shareholders.

Roles and Responsibilities:

Provide technical support for Cisco security products to Cisco customers, partners, account teams, and other internal technical support teams.

Frequently supports TCEs and Global Delivery Partners with complex and sensitive scenarios. Delivering effective and constant results to provide long-term and definitive solutions to our world-class customers. The internal deliverables impact globally to the different support centers.

Constantly and effectively collaborates with internal customers (Engineering, Developing, and Account teams). Ensuring high-quality and prompt responses to critical scenarios, always prioritizing customer-critical operations. The engineer mentors different internal stakeholders to minimize and effectively identify new and existent trends,

Frequently collaborate with multiple internal and external stakeholders, building and maintaining critical customer and global partner relationships. Looking to proactively prevent failure scenarios by analyzing the customer environment and delivering preventive recommendations to optimize the customer requirements according to the existent technologies.

Recognizes and documents new and existing patterns on the software products providing a preventive and reactive solution to the customer and global partners. Producing the proper documentation and mentoring teammates to achieve and adapt the content creation culture.

Builds complex lab solutions to achieve customer environment replications. Looking forward to reusing the environments for mentoring and documentation processes. The majority of the solutions are improving the lifecycle and development of the product.

Produces and shares intellectual capital (including documentation, innovation, and training) within technology and adjacent areas for internal global audiences, Global Delivery Partners, and customers.

Mentoring and developing senior TCEs and Global Delivery Partners helping them to thrive on a successful technology adoption path.

Innovates using the expertise, advanced knowledge and skills to configure, deploy, and/or troubleshoot Cisco products and solutions. Actively leads and contributes to the development of digital intellectual capital (e.g. observability patterns and tools, scripts, digital signatures, software testing, and new software trends).

Minimum Qualifications:

(Required to be initially considered for this position)

• Possess 6+ years of technical support experience at any level in any of the following areas:

Advanced knowledge of the networking industry and products such as routers, switches, and firewalls.

Advanced troubleshooting skills in BGP, PBR, NAT, OSPF, ACL, DNS, ARP Inspection and IPSec Concepts and TCP vs. UDP (connection-oriented vs. connection-less), FTP, SFTP, TFTP, HTTP, HTTPS, DHCP, DNS, ICMP, NTP, IPv4, IPv6, API, Virtualization, Multi-Cloud Environments

Advanced knowledge of different software languages and distributions such as SQL, Monet DB, Linux, or similar.

Advanced troubleshooting methodologies & problem-solving, driving complex solutions using non-linear patterns of different known and unknown scenarios.

Advanced knowledge using tools such as Wireshark, Packet Analyzer, Coding/Decoding, and other tools for TCP/IP packet analysis.

• Possess an English level equivalent to B2 or higher.
• Be able to attend the office at least 2 to 3 days per week

Desired Qualifications:

(Are in addition to the minimum qualifications and are considered a plus factor in identifying top candidates)

• Possesses a Bachelor’s degree in a technical field (such as Computer Science, Electronics Engineering, Telecommunication).
• Possesses Cisco Certified Network Professional Security or Cisco Certified Internetwork Expert Security.
• Prior experience/Working knowledge in any of the following areas:

Cisco Adaptive Security Appliance (ASA) firewalls & vASA

FTD, Firepower, FMC

APIs methods and usage

Server and appliance virtualization using VMWare, MS Hyper-V, and KVM

Database knowledge and management (Azure, Maria DB, etc)

Python, Perl, and Bash scripting skills would be an added advantage

Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks.

Multicloud environment and tools (Azure, Google Cloud, AWS, etc)

Leading wide region initiatives and project management skills

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco