VPN Security Technical Support Engineer

  • Location:
    San Jose, California, US
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
VPN Security Technical Support Engineer position has the following responsibilities:

The TAC organization seeks a Customer Support Engineer in VPN Security technology to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology. This position requires someone who is extremely eager to help other engineers solve difficult technical problems.

Hours for this position could range between the hours of 9:00 am - 5:00 pm Pacific Standard Time.

Required Product Knowledge and Technical Skills:

- Working knowledge of Networking industry, products and protocols especially in the security area.
- Familiarity with Cisco routers and switches, IOS, and Windows, Unix, and Mac operating systems.
- Minimum 3-5 years experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering some of the following VPN security products, devices, and technologies for small, medium, large and/or enterprise businesses such as the following:

* VPN Technologies (IPSec, ISAKMP, SSL VPN)
* PKI Infrastructure
* Remote Access VPN
* Basic Firewall
* Radius
* Basic Routing
* Endpoint Security
* Microsoft Active Directory

Desired Skills:

- Strong analytical and troubleshooting skills.
- Ability to handle critical customer issues/problems.
- Able to determine problems and deliver known solutions with a high level of customer satisfaction.
- Ability to determine root cause and resolution for previously unknown problems.
- Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
- Exercises judgment within defined procedures to determine appropriate action.
- Good verbal communication skills.
- Interacts across TAC teams and development teams at peer level.
- Ability to work effectively with and provide guidance to other members of the work group.

* Provide second line phone/email/fax consultation to independently debug complex product problems.
* Provide systems/product training.
* Acts as a focal point for large account network problem resolution.
* Acts as a technical expert.
* Provides support on a world-wide basis.

Typically requires BS in a technical field (CS/EE preferred)or equivalent plus 2-5 years related experience.

CCIE/CCSP desired / preferred but not required.

* Receives minimal supervision.
* Receives no instruction on routine work and general instruction on new assignments.
* Ability to analyze, use and configure small to medium networks.
* Proven crisis management skills.
* Typically reports to Mgr, Technical Support.
* Typically interfaces with lower level CSE's, VARs, OEMs end-users internal engineering departments.
* Impact is major.
* Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
* Applies known solutions to solve problems.

This position must reside in San Jose, CA.

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