Who You'll Work With 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. What You'll Do 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. Specific Requirements: * 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 * 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 Why Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference, powering an inclusive future for all. We embrace digital and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company, and a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do - you can't put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take differences to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.