1+ months

Customer Support Engineer

Cisco Systems Inc.
San Francisco, CA 94102

What You'll Do

Cisco Umbrella is looking for a Customer Support Engineer to join our Support Team in San Francisco. At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to add value to our brand and you are our ambassador in this mission. This is an opportunity to join a fast-growing medium-sized global team where you will be able to offer first-class technical expertise for our established products (Cisco Umbrella and Cloudlock) used and loved by tens of millions around the world. You will also have an opportunity to work on our newly released product, Secure Internet Gateway (SIG). You will act like the customers champion ensuring that Cisco Cloud Security provides them with the best possible experience.


Role & Responsibilities: 

Respond to user support requests

Diagnose and provide solutions to technical issues

Research issues while maintaining communication with end-users.

Escalate issues to Tier II and Tier III support, as needed

Create end user documentation and recommend procedure changes to improve efficiency. 

Multitask efficiently

Maintain composure in a fast-paced professional environment

Solving problems accurately, creatively and efficiently

Communicate effectively

Work well in a global team environment

Cross functional collaboration

Able to work weekends on a rotational schedule


Who You'll Work With

The Cloud Security support team delivers extraordinary technical consulting and support to a large portion of Ciscos customer base. Our vision is to drive customer loyalty through compelling support experience and our team does this every single day by solving complex, confusing, and often groundbreaking network security problems. Do you have what it takes to innovate with us and make a difference in the constant fight for secure networking?


 Who You Are

Minimum Qualifications

You've achieved a Bachelors degree, or have accrued relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of experience in network support

You have relevant experience and a real passion for supporting network security products

You're experienced at solving advanced networking issues and have a superb grasp of fundamental networking theory

You have strong verbal and written communication skills for answering technical questions with customer follow-up

You have a desire to expand your skills, move into new areas

You are detail-oriented and analytical

You hold a CCNA (R&S or Security) certification or have equivalent work experience


Desired Skills:

2 years relevant work experience

Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms

Advanced Wireshark analysis

Web Proxy support experience

Familiarity with Firewall, ISR or VPN

Familiarity with ZenDesk, JIRA

Ability to prioritize and work responsibly with or without direct supervision.

 

Why Cisco


At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything people, process, data, and things and we use those connections to change our world for the better. 

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 arent 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.

#LI-JB1

Categories

Posted: 2020-05-22 Expires: 2020-07-22

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Customer Support Engineer

Cisco Systems Inc.
San Francisco, CA 94102

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