Security Customer Support Engineer

Duration: Upto 12 months
Location: Richardson, TX 75082

You provide technical support for Firewall, FirePower, AAA, and/or VPN security products to Cisco customers, partners, account teams, and other internal technical support teams. 
• You can handle a wide range of technical support problems—from simple application or network configuration fixes to deeply complex troubleshooting and problem resolution. 
• Utilize moderate to complex lab setups to recreate and solve problems. 
• Submit complete and correct defect reports with collaboration and supervision. 
• Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate action. 

Minimum Qualifications 
• You possess a fundamental working knowledge of the networking industry, products and protocols. 
• Some level of experience is preferred in at least one (two preferred) of the above mentioned Security disciplines. (Firewall, FirePower, AAA, and/or VPN security products)
• Working with customers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer. 
• You have strong technical, analytical and troubleshooting skills and be able to resolve the root cause of network problems. 
• Review customer data in the form of network topologies, and crash, log, or other device files for anomalies. 
• You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction 
• You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers.
• Typically requires BS in CS or EE or equivalent plus 4 to 7 years related experience. 
• A current Cisco Certification is required, CCIE preferred. 

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