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What You'll Do

Cisco Umbrella is looking for a Customer Support Engineer (Tier I) to join our Support Team.

At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to give to our brand and you're our ambassador in this mission. This is an opportunity to join a fast-growing distributed team where you will be able to offer outstanding technical expertise for Cisco Umbrella, which is used and loved by tens of millions around the world. You will also have an opportunity to support our Secure Internet Gateway (SIG) product as well. You will act as the customer's guide in ensuring that Cisco Cloud Security provides them with the best possible experience.

Role & Responsibilities

• Respond to customer support requests via phone and email

Diagnose and provide solutions to technical issues

• Research issues while maintaining communication with end-users

Raise issues to Tier II and Tier III support, as needed

• Build end user documentation and recommend procedure changes to improve efficiency

Multitask efficiently, toggling from email support to incoming calls throughout your shift

• Maintain composure in a fast-paced professional environment

Solving problems accurately, creatively, and efficiently

• Work well in a distributed team environment

Multi-functional collaboration

• Able to work weekends on a rotational schedule

Who You'll Work With

The Cloud Security support team delivers outstanding technical consulting and support to a substantial portion of Cisco's customer base. Our vision is to drive customer loyalty through compelling support experience and our team does this every single day by solving sophisticated, confusing, and often groundbreaking network security problems. Do you want to innovate with us and make a difference in the constant fight for secure networking?

Who You Are

Minimum Qualifications

• You have achieved a bachelor's degree, or have accrued relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of customer facing experience in network/IT support.

Have a real passion for supporting network security products.

• Experienced at solving sophisticated networking issues and have a superb grasp of fundamental networking.

Strong verbal and written communication skills, and you are skilled in answering customers' technical inquiries.

• Desire to expand your skills, move into new areas.

Diligent and analytical.

• Comfortable problem solving via both phone and email.

Hold a CCNA (R&S or Security) certification or have equivalent work experience.

Desired Skills

• Familiarity solving and understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products

Experience in high level Wireshark analysis

• Web Proxy support experience

Familiarity with Firewall, ISR or VPN

• Familiarity with Zendesk, JIRA

Ability to prioritize and work responsibly with or without direct supervision.

You should apply if you

• Care about giving to an amazing work culture and environment

Are comfortable navigating a fast-paced role

• Are comfortable asking questions and reading documentation daily

Are passionate about helping customers

• Have impeccable communication - both verbal and written

Can work weekends on a rotational basis

Important things to note

• This is a role where change is constant

We are a team that pushes each other and learns together

• This is a customer facing frontline support role

Working some weekends is required

• Assisting customers via phone is required

You must be comfortable asking for help

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data, and things - and we use those connections to change our world for the better.

We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

#WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.