Customer Support Engineer - Security

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

The Customer Support Engineer – Security is responsible for providing technical support for Cisco products and networking technologies to Cisco's customers and partners. Workload is high but the breadth and diversity of technology exposure is second to none. The Technical Assistance Center (TAC) is the first to be confronted by challenges and issues with new equipment and tools in the field. As such, all roles have a technology learning curve that never ends.  As part of your responsibilities, you will:

* Provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions, in this case, specifically related to Cisco Security solutions.
* Resolving moderately to complex technical problems, depending on the customers' need. 
* Simulate technical problems in lab environment.
* Share knowledge with other people in writing technical documents and enlarge the knowledge database. 
* Provide internal and/or external technical presentations (cross-training).

Who You’ll Work With

The TAC is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is measured through outstanding financial results, increased customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's TAC is aligned to the Global Technical Center’s (GTC's) three geographic regions; together, they form one global, borderless TAC.  

Specifically for this role, the email encryption security team provides first/second level technical support on a worldwide basis via phone, email, web and remote access for email encryption and email infrastructure security to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems. The shifts for this role are 11a-7p ET or 12p-8p ET.

Who You Are 

To succeed as a Customer Support Engineer – Security you must have a passion for security and technology, constant learning and improvement and above all – providing best in class customer service! 

The Minimum Qualifications required for this role are:

  • Bachelors in Computer Studies, Engineering or equivalent work experience
  • Extensive troubleshooting skills in network and application operations
  • 2 Years experience in UNIX system administration or equivalent training
  • 1 Year experience working knowledge with one or more database applications (Oracle, MS SQLServer, Postgres, etc) or equivalent training
  • Understanding of fundamental network infrastructure concepts including routing, switching, and TCP/IP.
  • MySQL (or SQL) knowledge (Windows and Linux)
  • Fluent English communication required (oral and written)

Additional Desired Skills for this role:

  • CCNA, CCNP or other relevant technical certification
  • Excellent verbal and written communication skills.
  • Experience with other flavors of LDAP servers
  • Experience deploying physical product or appliance a plus
  • Prior experience in a technical support capacity

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.


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