1+ months

Customer Support Engineer Cloud

Cisco Systems Inc.
Carolina Shores, NC 28467
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What You'll Do 
Cisco Umbrella is looking for a Customer Support Engineer (level Tier I) to join our Support Team in RTP, NC

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. 
As an individual contributor in this Tier I role, you will 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 Bachelor's 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 of 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. 

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!


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.

U.S. Vaccination Requirements
Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.
Posted: 2021-11-29 Expires: 2022-02-07
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Customer Support Engineer Cloud

Cisco Systems Inc.
Carolina Shores, NC 28467
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