Engineer-Technical Support I

Technical Customer Support - Cloud Security

Anticipated duration: Minimum of six months, based on business need, budget approval and performance. Potential for extension or conversion to full time employee for qualified candidate. Work site: RTP (1st preference) or Richardson (2nd preference) - onsite only. Interview method: 1st and 2nd round - Webex with video (possible 3rd round if needed). Target bill rate: Up to $60, based on experience. Final bill rate to be negotiated upon offer.

What you'll do:

• Review customer data in the form of network topologies, and crash, log, or other device files for anomalies and deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Effectively engage resources outside your team to further the troubleshooting and resolution of issues which may include other technical support engineers, account teams, partners, and development engineers.
• Provide guidance and training to other members of the team.

Who you'll work with:

Cisco Technical Services is a compelling reason for our customer to repeatedly choose Cisco. Through constant innovation and a commitment to customer success, TS will continue to lead the industry in collaborative support across all solutions and technologies. The Cloud Security support team delivers world class technical consulting and support to a large portion of Cisco's customer base. Our vision is to drive customer loyalty through our compelling support experience, and our team does this every day by solving complex, confusing, and often cutting edge network security problems. Come innovate with us and make a difference in the constant fight for secure networking.

Who you are:

You are a passionate and experienced individual who enjoys solving advanced networking issues, you have a solid understanding of fundamental networking theory, you're a good communicator who is able to listen, accept and follow direction from senior coworkers and is capable of communicating with clients. You also have a passion for learning and adapting to new technologies.

Minimum requirements:

• UNIX/Linux/FreeBSD knowledge.
• UNIX/Linux support experience.
• BS in a technical field (CS/CE/EE preferred).
• 3+ years of experience in network support.
• 3 years experience supporting network security products.
• Strong communicational skills.
• Passion for learning new technologies.

Desired skills:

• Ability to do Wireshark analysis.
• Web Proxy support experience.
• Python programming experience, shell scripting in PERL and other scripting languages.
• Knowledgeable in standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
• Good networking knowledge and a solid understanding of switches, routers, firewalls and subnetting.