Technical Leader: Firewall Escalations

  • Location:
    San Jose, California, US
  • Additional Location(s)
    RTP, BXB
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1214198
New
The Security Technology Group at Cisco has an opening for a senior escalation engineer with significant expertise in conventional firewalls, next-generation firewalls, or VPN head ends. You’ll need experience in the full gamut of the process, including software development (preferably in a C-like language, with some knowledge of perl), and troubleshooting and debugging, coupled with experience working with customers. You will be part of a team that determines the cause of serious customer technical escalations, serving as one of the primary technical contacts between Security Technology Engineering on the one hand, and the highest tier of Cisco Technical Support, Cisco Advanced Services, and our customers on the other. You’ll be focusing on Cisco ASA and Firepower conventional and next-generation firewall and VPN products.

Your Job

You'll help us resolve the most difficult and most visible customer problems with Cisco ASA and Firepower firewall and VPN products—solving real world technical problems in networking. Specifically, you'll be doing the following.
  • Troubleshooting and diagnosing software problems.
  • Setting priorities for customer-reported software defects, and ensuring they get fixed.
  • Driving the resolution of executive-level escalations.
  • Providing feedback to the rest of the organization to improve the product and the customer experience.

Who You Are:

Job Requirements:
You have experience working with firewalls or VPN head-ends, especially troubleshooting functionality difficulties. You have extensive general networking skills, with deep knowledge of and experience with networking protocols at all levels of the protocol stack, covering architecture, design, implementation, expansion, and troubleshooting of enterprise-level secure networks. You are comfortable working with others to diagnose difficult networking situations over the phone and using various Cisco collaboration technologies. You have experience as a software development or test engineer working in a C-like language, including some experience with perl.Specifically, you have the following.
  • Strong knowledge of and experience with firewall technology (ACLs, packet inspection, traffic filtering, NAT/PAT, URL filtering, malware recognition, intrusion detection and prevention), or VPN technology (IPSec, SSL, and clientless VPNs, remote access, AAA, certificates), ideally with Cisco’s ASA or Firepower products.
  • At least 8-10 years of technical experience in the workforce, including at least 4-6 years in software development engineering, or software test engineering with an emphasis on test automation.
  • At least 4 years of customer support or escalation management experience.
  • At least 4 years of technical experience with computer networking, and with firewalls or VPNs.
  • At least a BS in computer science or engineering, electrical engineering, information technology, or related technical field, or equivalent experience.
  • Excellent communications skills, both written and spoken (on the phone and in person).

In addition, having a good working knowledge of C/C++/Objective-C/Swift, Java, assembler language, or a similar language is essential (scripting experience, especially in perl, will also be valuable). If you have earned a CCNA, CCNP, or CCIE (with security focus), all the better.

Who You'll Work With

Our worldwide team works with the highest tier of Cisco Technical Support, as well as with product management and the rest of the Security Technology 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.

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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