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.