Who You Are You will provide 2nd/3rd level technical support for Firepower Security technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers You can apply your analytical skills and technical knowledge to solve product and network problems of moderate to high complexity. You will also provide technology/product training and intellectual property material as required You'll act as the focal point for large account network problem resolution. You can optimally apply moderate to sophisticated lab setups to recreate and solve problems. Cisco Services strives to bring value to Cisco customers by providing outcomes that solve key business problems. We do this by focusing on driving growth in our current portfolio while investing in new business models that create lasting differentiation for Customers, Partners, Employees, and Shareholders. Roles and Responsibilities: Provide technical support for Cisco security products to Cisco customers, partners, account teams, and other internal technical support teams. Frequently supports TCEs and Global Delivery Partners with complex and sensitive scenarios. Delivering effective and constant communication to provide long-term and definitive solutions to our world-class customers. Constantly and effectively collaborates with internal stakeholders (Engineering, Developing, and Account teams). Ensuring high-quality and timely responses to critical scenarios, always prioritizing customer-critical operations. Accountability to take ownership in building and maintaining the relationship with our customers and internal stakeholders based on different Technical Assistance Center internal metrics. Recognizes and documents new and existing patterns on the software products. Producing the proper documentation and mentoring teammates to achieve and adapt the content creation culture. Builds complex lab solutions to achieve customer environment replications. Mentoring and generating documentation of the solution focused mostly on the constant improvement of the product. Produces and shares intellectual capital (including documentation, innovation, and training) within technology and adjacent areas for internal audiences, Global Delivery Partners, and customers. Mentoring and developing junior TCEs and Global Delivery Partners helping them to flourish with a successful technology adoption path. Frequently shares the software skills to configure, deploy, and/or troubleshoot Cisco products and solutions. Contributes to the development of digital intellectual capital (e.g. scripts, digital signatures, software testing ). Minimum Qualifications: (Required to be initially considered for this position) * Possess 4+ years of technical support experience at any level in any of the following areas: Advanced knowledge of the networking industry and products such as routers, switches, and firewalls. Advanced troubleshooting skills in BGP, PBR, NAT, OSPF, ACL, DNS, ARP Inspection and IPSec Concepts and TCP vs. UDP (connection-oriented vs. connectionless), FTP, SFTP, TFTP, HTTP, HTTPS, DHCP, DNS, ICMP, NTP, IPv4, IPv6, API, Virtualization, Multi-Cloud Environments Advanced knowledge of different software languages and distributions such as SQL, Monet DB, Linux, or similar. Advanced troubleshooting methodologies & problem-solving, driving complex solutions using non-linear patterns of different known and unknown scenarios. Advanced knowledge using tools such as Wireshark, Packet Analyzer, Coding/Decoding, and other tools for TCP/IP packet analysis. * Possess an English level equivalent to B2 or higher. * Be able to attend the office at least 2 to 3 days per week. Desired Qualifications: (Are in addition to the minimum qualifications and are considered a plus factor in identifying top candidates) * Possesses a Bachelor’s degree in a technical field (such as Computer Science, Electronics Engineering, Telecommunication). * Possesses Cisco Certified Securing Networks with Cisco Firewalls or 300-710 SNCF. Or Cisco Certified Network Professional Security. * Prior experience/Working knowledge in any of the following areas: Cisco Adaptive Security Appliance (ASA) firewalls & vASA FTD, Firepower, FMC APIs methods and usage Server and appliance virtualization using VMWare, MS Hyper-V, and KVM Database knowledge and management (Azure, Maria DB, SQL etc) Python, Perl, and Bash scripting skills would be an added advantage Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks. Multicloud environment and tools (Azure, Google Cloud, AWS, etc) Why Cisco? #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you! Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise. We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that). We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. 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! #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.