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The Security Business Group (SBG) is a world-class team of software engineers dedicated to solving the most complex security challenges faced by Cisco customers worldwide. We tackle high-stakes problems daily, ensuring our customers’ environments remain secure and resilient.

This role focuses on escalations for the Cisco Secure Access product, offering a unique opportunity to work on cutting-edge security solutions. It’s a fast-paced, technically demanding position that requires sharp problem-solving skills, real-time analysis, and the ability to debug live issues while providing intelligent workarounds or solutions.

If you thrive on solving intricate problems and enjoy the thrill of high-pressure situations, this role is for you.

Your Impact:

Primary Responsibilities:

• Identify, influence, and drive initiatives to improve product quality and customer experience.

• Serve as the engineering focal point for diagnosing and resolving critical customer issues.

• Manage urgent and high-stakes customer engagements with professionalism and efficiency.

• Develop effective problem diagnosis strategies and communicate troubleshooting steps across multiple security technologies.

• Proactively address customer concerns to prevent potential issues.

• Provide critical feedback to engineers on product usability, serviceability, and reliability.

• Mentor team members through one-on-one coaching and formal training sessions.

• Collaborate effectively with team members and contribute to strategic decision-making.

• Clearly communicate complex technical concepts to diverse audiences.

• Partner with the Management Team to shape strategic initiatives.

Minimum Qualifications:

• 8+ years of experience supporting enterprise-class customers in a Support Engineer role.

• Strong understanding of LAN/WAN networking protocols, including switching, routing, firewalls, and security solutions.

• Proficiency in Linux/Unix server administration and command-line tools.

• Solid grasp of web protocols (HTTP/S), proxy architecture, and deployment.

• Expertise in ZTNA, DNS, DHCP, SAML, IPsec & TLS/DTLS VPN, IPS, and Firewall concepts.

• Comprehensive knowledge of Active Directory Domain Administration tools.

• Familiarity with the latest trends in System/Network/Cloud security.

• A customer-first mindset, with patience and professionalism in high-stress situations.

• Excellent written and oral communication skills, with the ability to simplify technical concepts for non-technical audiences.

Preferred Qualifications:

• Ability to adapt to a dynamic work environment, balancing productivity during slow periods and multitasking during peak times.

• Self-motivated with the ability to prioritize tasks and work independently.

• A positive attitude and collaborative personality.

• Troubleshooting experience with Cisco Secure Access is a plus.

• Experience with Cisco ASA VPN troubleshooting and debugging is a plus.

Why Cisco?

At Cisco, we believe in the power of individuality and teamwork. For over 40 years, we’ve been at the forefront of innovation, not just as a hardware company but as a leader in software, security, and intuitive networking solutions. Our adaptive, predictive, and protective technologies set us apart—no other company does what we do.

But innovation isn’t just about technology; it’s about culture. We foster an environment that encourages creativity, embraces failure as a learning opportunity, and values diversity of thought. Every day, we focus on collaboration, accountability, and making a difference.

We give our best, support one another, and take bold steps toward an inclusive future. Because without diversity and equality, there is no progress.

Compensation and Benefits (U.S. and Canada):

• Salary Range: The posted range reflects the projected hiring range for full-time roles in U.S. and Canada locations, excluding equity or benefits. Non-sales roles reflect base salary only, while sales roles include base and incentive compensation.

• Benefits:

  • Comprehensive medical, dental, and vision insurance.

  • 401(k) plan with Cisco matching contributions.

  • Short- and long-term disability coverage.

  • Generous paid time off, including vacation, sick leave, and holidays.

  • Paid time for volunteering and community engagement.

• Sales Incentives: Performance-based incentive pay with no cap, rewarding both quota and non-quota achievements.

Be You, With Us:

At Cisco, we celebrate individuality and encourage you to bring your authentic self to work. Whether you’re a tech enthusiast, a creative thinker, or a problem-solving innovator, your unique perspective matters. Together, we’ll shape the future of technology and create a more inclusive world.

Take the Next Step:

If you’re ready to tackle complex challenges, drive impactful solutions, and grow your career in a dynamic environment, we’d love to hear from you. Apply today and join us in redefining what’s possible!