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Technical Lead - Firewall / NGFW (1385840)

Company: Cisco
Location: Richardson
Posted on: March 19, 2023

Job Description:

The Business Entity

The Cisco Customer Experience Organization provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team

Cisco CX Software Support Service team seeks a Technical Leader - Security with expertise in Cisco Secure Firewall to join a cross functional team and take a technical leadership role in delivering Implementation, Adoption & Optimization services for Cisco Secure Firewall.

What You'll Do

Do you thrive in an environment that fosters teamwork and collaboration skills? We are looking for a Security Firewall Technical Leader to join some of the industry's brightest minds in helping our customer to secure their networks. Through thought leadership, innovative technologies, and a standard and repeatable methodology, we deliver the expertise to implement, adopt & optimize Cisco's leading class security solutions.

Our Software Support Services is a team of best-in-class technical gurus whose #1 focus is to help customers deploy, adopt, operate, and support their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, strong customer satisfaction metrics, industry recognition, and employee satisfaction scores.

Who You'll Work With

The Software Support Service team is part of the Global CX organization and supports all Security technologies. We are now expanding our team in support of the growing Security market. Today, we're building creative teams that have the highest level of technical ability, innovation, and general analytical skills within the Global CX. On this team, you will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

Who You Are

You are someone who's become a trusted resource in Security Firewall (NGFW/ASA) infrastructures and their underlying platforms and technologies, you can independently problem solve complex and unique networks using mixed protocols in high-end security environments and enjoy providing support to engineers from multiple teams as well as the field to aid them in problem resolution. Your imaginative and innovative knowledge allows you to work on complex and diverse problems where analysis is required. You act as a focal point for network problem resolution and provide technical leadership for Critical Accounts. You provide systems/product training in written and presentation form, such as chalk talks, web pages, white papers, Tech Zone and Cisco Support Community participation, Cisco Live, EBCs, etc.

You effectively utilize lab setups to debug broad and complex problems and submit complete bug reports while monitoring reports of other engineers for quality. You provide input to Engineering and product organizations for future product development. You can continuously develop the talent pipeline within our service delivery teams.


Minimum Qualifications

  • You've achieved a bachelor's degree in Electrical or Computer Engineering, Computer Science or have equivalent industry experience.
  • You have expert level knowledge of Security platforms & technologies and of the CX organization overall (typically 5+ years).
  • A CCIE Certification is highly desired, but not required.
  • Cyber Security or DevOps certification desired, but not required.
  • You can demonstrate a broad knowledge and extensive hands-on experience with Cisco platforms used in Cisco Secure Firewall and related technologies and protocols used in networks.
  • You have excellent analytical skills on a broad range of Cisco platforms, including but not limited to Cisco Secure Firewall (NGFW/ASA) products.
  • Understanding of Cisco architectures and platforms means you can effectively and efficiently problem solve
  • Your written and verbal communication, and presentation skills are excellent.

    Desired Skills

    • You have experience interacting with Development Engineers and Escalation teams supporting Security/Firewall technologies.
    • You've had experience as the technical support lead on high profile and time-critical customer problems where Cisco is at risk, such as CAP cases.
    • You've been successful in working with development to correct defects in our products.
    • Effective planning, prioritization, and organizing skills are your primary attributes.
    • A notable track record for crisis management skills.

      We Are Cisco

      We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

      #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

      We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

      So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

      Message to applicants applying to work in the U.S.:

      When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

      U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

      Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Keywords: Cisco, Richardson , Technical Lead - Firewall / NGFW (1385840), IT / Software / Systems , Richardson, Texas

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