1221525 - Customer Support Engineer - Security

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? You will do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries. If you Achieve Results, Think Analytically, Manage Conflict and Customer Experience, and Make Decisions with Critical Thinking then you may be a Cisco Customer Support Engineer… and we have the People Deal for you!

Who You'll Work With

Strategically positioned within the Cisco Services Organization, Cisco's Technical Assistance Center (TAC) is a team of elite technical specialists whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field. We provide high-energy support to our customers, partners, account teams, and other TAC engineers.

With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are second to none! Specifically, the Cisco Sourcefire Security TAC team is a dynamic group of technologists passionate about a wide variety of subjects. We love sharing our knowledge and not a day goes by where we don't learn something new from our peers. Our culture thrives on collaboration and teamwork.

The once small team of Sourcefire support engineers has been rapidly expanding across the globe to better serve our Fortune 100 customers who are using the power of Snort and other innovative security products to protect their corporate networks. Our customers bring us new and exciting challenges and we drive these cases to resolution with our passion to provide our customers with not just an answer but, the best answer, as fast as possible.

Who You Are

You will impact Cisco customers every single day! While working with cutting edge security products with strong focus on our Firepower NGFW (Sourcefire) product line, you can efficiently and effectively resolves phone and email requests from Enterprise customers. Responsibilities in this capacity include:

  • You troubleshoot system, software, and networking problems
  • You love reproducing customer issues in a lab environment
  • You're passionate about contributing documentation to internal and customer facing knowledge base systems
  • You can create escalation requests and submit product defect reports to Engineering
  • You enjoy the testing of patch releases and product updates.

Minimum Qualifications

  • You have 2-3 years of customer support experience
  • Your written and verbal communication skills are Extraordinary
  • Strong people skills, the ability to collaborate effectively with customers and other internal teams is one of your strengths
  • You have experience with Linux / UNIX command line tools / environment; Perl and/or bash shell scripting
  • You have intermediate knowledge of TCP/IP networking, network protocol and packet analysis
  • You're familiar with Snort or other intrusion detection system

Desired Skills

  • Experience with MySql or other SQL database
  • Experience with Active Directory or other LDAP implementations
  • Experience with VMWare

Why Cisco

At Cisco, each person brings their unique 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 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.
  • 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 connect everything – people, process, data and things – and we use those connections to change our world for the better.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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