Senior Escalations Manager - Security

  • Location:
    San Jose, California, US
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

The Senior Engineering manager position will be primarily responsible for the day-to-day management of a geographically disperse team of software engineers who handles technical escalations. Specifically, requests from Cisco TAC, and/or account teams with focused attention on the Cisco ASA and Firepower firewall and VPN technology for the Security Business Group. The manger will be responsible for:

•         Manage the daily operations of team members including hiring and developing excellent engineering talent

•         Report on product trends, support level and customer satisfaction metrics; Identify opportunities to improve team efficiency

•         Be the engineering focal point technical escalations

•         Develop custom tools and processes to enhance productivity

•         Track and report open customer issues, software defects and manage and influence technical resolution

Who You'll Work With

Many cross-functional teams across Cisco. Our worldwide team works with the highest tier of Cisco Technical Support, as well as with Product Management, Manufacturing and the rest of the Security Business Group Engineering team, focusing on the firewall and VPN capabilities of the ASA and Firepower products. Occasionally, you'll get to work directly with a customer, or with their Cisco Advanced Services team, on resolving a particularly difficult issue. This position reports to the Engineering Director for Escalations.

Who You Are

You have industry experience working with firewalls and VPN head-ends. This position requires an individual who is comfortable communicating technical concepts in an easy-to-understand manner and who enjoys working with cross-functional teams.

These are our minimum requirements for this position.

  • 8+ years of technical experience in the workforce, including managing software engineers
  • At least a BS in computer science or engineering, electrical engineering, information technology, or related technical field, or equivalent experience.
  • Highly technical knowledge of network architecture and troubleshooting
  • Understanding of software development and best practices, including code review and troubleshooting
  • Candidate should be comfortable managing challenging customer engagements
  • Serve as a mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the group
  • Strong knowledge of and experience with firewall technology (ACLs, packet inspection, traffic filtering, NAT/PAT, URL filtering, malware recognition, intrusion detection and prevention

Additionally, having good working knowledge of a broad spectrum of programing languages and scripting languages (C/C++/Objective-C/Python, Swift, Java, assembler language) is helpful.

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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