Secure Access Escalations Engineer

Job Description

Meet the Team Security Business Group (SBG) is a best-in-class team of software engineers who focus on understanding and troubleshooting complex security problems encountered by various Cisco customers worldwide. We handle the most challenging problems found in customer environments every day. This is an escalations role for the Cisco Secure Access product. This position is technical, fast-paced, and requires strong problem-solving skills. It challenges one s theoretical knowledge with situations warranting real-time analysis and live debugging of the problem and provide a smart and intelligent workarounds and/or solutions. Does this excite you? This job is for you. Your Impact Primary Responsibilities: Identify, influence, and drive product improvement initiatives Be the engineering focal point for identifying and resolving customer issues. Ability to handle, diffuse urgent and serious customer engagements. Determining appropriate problem diagnosis strategies and optimally communicate steps for further troubleshooting across multiple security technologies Proactively address customer concerns and prevent problems from arising Provide critical feedback to engineers on design and functional specifications for product usability, serviceability, and reliability. Mentor team members through one-on-one and formal training Must be strategic and work well with team members. Ability to effectively communicate complex technical concepts to a wide audience Partner with the Management Team to help make strategic decisions. Minimum Qualifications (Provide up to five (5) bullet points: 8+ years of experience supporting enterprise-class customers in a Support Engineer role. Solid understanding of LAN and WAN networking protocols and technologies, including security solutions, switching, firewalls and routing. Experience with Linux/Unix server administration and proficiency with command-line tools Solid grasp of web protocols (HTTP/S) proxy architecture and deployment Strong understanding of ZTNA, DNS, DHCP, SAML, IPsec & TLS/DTLS VPN, IPS, and Firewall concepts Comprehensive knowledge of Active Directory Domain Administration tools Familiarity with the latest System/Network/Cloud security principles and trends Enjoy helping others even when faced with difficult circumstances: exercise patience and professionalism during stressful situations Strong written and oral communication skills, including the ability to convey technical information in user-friendly language Preferred Qualifications (Provide up to five (5) bullet points Ability to balance a constantly changing work environment: remain productive during slow times, and able to multitask effectively during busy times Ability to prioritize and work responsibly without direct supervision A positive attitude and friendly personality Troubleshooting experience with Cisco Secure Access is a plus Cisco ASA VPN troubleshooting and debugging is a plus