Technology Support Lead (Remote Access)

Salary: $61,000 - 101,000 per year Requirements:

• At least 5 years of experience, or equivalent expertise, troubleshooting, resolving, and maintaining IT services.
• Experience operating Cisco network security platforms in a large enterprise or service-provider environment.
• Strong practical knowledge of Cisco ASA, including multi-context deployments, failover, clustering, NAT, ACLs, AnyConnect/SSL VPN, IPsec, DAP, and split tunneling.
• Production experience with Cisco Firepower/FTD managed through FMC and/or Cisco Defense Orchestrator, including access control, SSL, IPS/Snort 3, file and malware, and identity policies.
• Working knowledge of Firepower Chassis Manager/FXOS, including logical device provisioning, interface mapping, and software upgrades on 41xx/93xx-class hardware.
• Operational experience with Cisco ISE, including RADIUS/TACACS+, 802.1X, MAB, posture, profiling, guest access, certificate-based authentication, and AD/Entra ID integration.
• Experience with Cisco Security Manager and Cisco Defense Orchestrator for multi-device policy management, migrations, and change orchestration.
• Hands-on ThousandEyes experience, including agent deployment, page-load, network, BGP, and end-user test design, alerting, and root-cause analysis.
• Strong networking fundamentals, including BGP and OSPF routing, switching, NAT, QoS, PKI, DNS, and TCP/IP troubleshooting using packet capture and Wireshark.
• Sound incident-management practices and clear written and verbal communication with technical and non-technical stakeholders.
• Ability to work on-site five days a week and take part in an on-call rotation.
• Preferred: CCNP Security, CCIE Security, ThousandEyes certification, Cisco Certified Specialist – Secure Firewall, or Cisco Certified Specialist – ISE.
• Preferred: Experience migrating ASA to FTD at scale or moving from FMC to cloud-delivered FMC in CDO-managed environments.
• Preferred: Python scripting and familiarity with Ansible, Git, and CI/CD pipelines for network changes.
• Preferred: Experience integrating telemetry with Splunk, ELK, Grafana, and SOAR platforms.

• Provide Level 2 and Level 3 support for remote-access VPN services, including SSL/IPsec, AnyConnect/Cisco Secure Client, site-to-site VPN, and perimeter firewalls.
• Triage, diagnose, and resolve incidents involving Cisco ASA, Firepower Threat Defense, Identity Services Engine, and related infrastructure within agreed service levels.
• Participate in a 24/7 on-call rotation for priority 1 and 2 incidents affecting remote connectivity or perimeter security.
• Lead major incident bridges, conduct root-cause analysis, and deliver post-incident reviews with practical preventive measures.
• Plan, peer-review, and implement standard and complex changes through Cisco Security Manager, Cisco Defense Orchestrator, FMC/FCM, and related tools, including policy, NAT, ACL, VPN, SSL decryption, IPS tuning, and URL-filtering updates.
• Manage ISE policy sets, authentication and authorization rules, posture, profiling, certificate services, and integrations with Active Directory, MFA, and pxGrid.
• Maintain the Firepower software lifecycle on FCM-managed chassis, including FXOS upgrades, FTD high-availability pairs, clustering, and logical device provisioning.
• Operate and expand ThousandEyes coverage across Cloud, Enterprise, and Endpoint agents to monitor remote-access experience, ISP and SaaS dependencies, and BGP/path health.
• Develop and tune dashboards, alerts, and synthetic tests; correlate ThousandEyes results with firewall and VPN telemetry to improve detection and restoration times.
• Support audit, vulnerability-management, and certificate-lifecycle activities, including PKI and SAML/OIDC identity-provider integrations.
• Reduce operational toil through scripting and API-based automation with FMC/FTD REST API, ISE ERS/OpenAPI, CDO API, and ThousandEyes API, applying Infrastructure-as-Code and configuration-as-data practices such as Git, Ansible, and Python where appropriate.

• API
• Active Directory
• Ansible
• CI/CD
• Cloud
• Cisco
• ELK
• Firewall
• Git
• Grafana
• Hardware
• Support
• Marketing
• NAT
• Network
• OpenAPI
• Python
• REST
• SAML
• Security
• Splunk
• TCP/IP
• VPN
• Incident Management

More:

We are JPMorganChase, a long-established financial institution serving consumers, small businesses, and corporate, institutional, and government clients. Our businesses span investment banking, consumer and commercial banking, transaction processing, and asset management. In this Technology Support Lead role on our Remote Access Team, you will help maintain secure, reliable connectivity for a global platform serving more than 340,000 users, working closely with Network Engineering, Identity, SecOps, and Service Desk teams. Our Corporate Functions professionals support the wider organization across areas including finance, risk, human resources, and marketing. We offer a competitive total rewards package, with compensation based on role, experience, skills, and location; eligible roles may also include incentives. Benefits, subject to eligibility, include health coverage, on-site wellness centers, retirement savings, backup childcare, tuition reimbursement, mental health support, and financial coaching. We value diversity and inclusion, provide equal employment opportunities, and offer reasonable accommodations.

last updated 42 week of 2026