Technical Support Engineer - Cloud Security - Umbrella

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Cisco Umbrella is looking for a Customer Support Engineer (Tier I) to join our Support Team.

At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to give to our brand and you're our ambassador in this mission. This is an opportunity to join a fast-growing distributed team where you will be able to offer outstanding technical expertise for Cisco Umbrella, which is used and loved by tens of millions around the world. You will also have an opportunity to support our Secure Internet Gateway (SIG) product as well. You will act as the customer’s guide in ensuring that Cisco Cloud Security provides them with the best possible experience.

Role & Responsibilities

  • Respond to customer support requests via phone and email
  • Diagnose and provide solutions to technical issues
  • Research issues while maintaining communication with end-users
  • Raise issues to Tier II and Tier III support, as needed
  • Build end user documentation and recommend procedure changes to improve efficiency
  • Multitask efficiently, toggling from email support to incoming calls throughout your shift
  • Maintain composure in a fast-paced professional environment
  • Solving problems accurately, creatively, and efficiently
  • Work well in a distributed team environment
  • Multi-functional collaboration
  • Able to work weekends on a rotational schedule

Who You'll Work With

The Cloud Security support team delivers outstanding technical consulting and support to a substantial 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 sophisticated, confusing, and often groundbreaking network security problems. Do you want to innovate with us and make a difference in the constant fight for secure networking?

Who You Are

Minimum Qualifications

  • You have achieved a bachelor's degree or equivalent experience, or have accurate relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of customer facing experience in network/IT support.
  • Have a real passion for supporting network security products.
  • Experienced at solving sophisticated networking issues and have a superb grasp of fundamental networking.
  • Strong verbal and written communication skills, and you are skilled in answering customers’ technical inquiries.
  • Desire to expand your skills, move into new areas.
  • Diligent and analytical.
  • Comfortable problem solving via both phone and email.
  • Hold a CCNA (R&S or Security) certification or have equivalent work experience.

Desired Skills

  • Familiarity solving and understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products
  • Experience in high level 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.

You should apply if you…

  • Care about giving to an amazing work culture and environment
  • Are comfortable navigating a fast-paced role
  • Are comfortable asking questions and reading documentation daily
  • Are passionate about helping customers
  • Have impeccable communication - both verbal and written
  • Can work weekends on a rotational basis

Important things to note

  • This is a role where change is constant
  • We are a team that pushes each other and learns together
  • This is a customer facing frontline support role
  • Working some weekends is required
  • Assisting customers via phone is required
  • You must be comfortable asking for help

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 

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.