1+ months

Technical Leader - Content Security Escalations

Cisco Systems Inc.
Carolina Shores, NC 28467
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What You'll Do

As an Escalations Lead you will be primarily responsible for day-today escalation management of Ciscos Content Security products (ESA/WSA/SMA). Specifically, requests from Cisco TAC (CX), and/or account teams with a focused attention on Content Security technology. You will also be responsible for:

  • Being the engineering focal point for technical escalations; As a primary lead on CAP and other critically urgent engagements working alongside Account teams to drive issues to closure
  • Tracking and reporting on open customer issues, software defects and influencing technical resolution
  • Serving as a mentor and knowledge resource; Building credibility and trust within the group and without
  • Initiating and driving long term strategic goals to set product direction and customer acceptance
  • Reporting on product trends, support level and customer satisfaction metrics; Finding opportunities to improve team efficiency
  • Developing custom processes and tools to improve efficiency

Who You'll Work With

You will work with cross-functional teams across Cisco. Our worldwide team works with the highest tier of Cisco Technical Support, as well as with Product Management, Manufacturing and the rest of the Security Business Group Engineering team, focusing on Content Security. You'll get to work directly with customers, or with their Cisco Advanced Services teams on resolving particularly difficult technical issues.

Who You Are

You have a passion for and think customer first. You have industry experience working with managing Security policy and visibility of large deployments.

  • 8+ years of technical experience in the workforce
  • At least a BS in computer science or engineering, electrical engineering, information technology, or related technical field. Highly technical knowledge of network architecture and troubleshooting. Understanding of software development best practices, including code review and troubleshooting.
  • Candidate should be comfortable communicating with c-level executives and navigating through challenging customer engagements
  • Ability to present expertly in front of account teams, customer representatives remotely as well as in-person; Comfortable explaining hard technical concepts in an easy to understand manner, or if necessary, engage in deep technical conversations just the same
  • Strong knowledge of and experience with security services, anti-spam, anti-virus and clustering technology; CCIE or CISSP would be nice to have
  • Additionally, having good working knowledge of programming languages and troubleshooting tools on a Unix OS (Python, C/C++, tcpdump, gdb, sed/awk) is helpful

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.



Posted: 2019-11-18 Expires: 2020-02-17

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Technical Leader - Content Security Escalations

Cisco Systems Inc.
Carolina Shores, NC 28467
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