What You´ll Do: You work closely with Cisco customers and strive to provide consistent, high-quality support to ensure the best customer experience. Individual responsibilities will include diagnosing and providing solutions to technical problems around Cisco VPN solution on all supported products. For the situations that requires developer engagement, you will advance those requests to Cisco developers for investigation and submitting defects if identified. A usual day will be working with customers to provide technical updates, performing log analysis using tools built by Cisco, reproducing the customer problem in lab, carry out root cause analysis to identify the trigger and potentially working with developers. This role will require you to support weekends and public holidays on a rotation schedule. Who You Are: * Three or more years of related experience involving high level customer support in Security technologies * Technical knowledge with demonstrable experience in security equivalent to CCNP level knowledge (Cert not required). * Working experience of VPN on different products like Cisco Router, Firewalls - ASA/FTD * Knowledge and troubleshooting experience of Site2Site, DMVPN, IPsec, FlexVPN / IKE, RAVPN, GETVPN * Experience with using Wireshark to analyze captures for troubleshooting * Proficient in English, written and spoken We´ll be very impressed, if you can show one of these: * Sophisticated Linux skills, Windows troubleshooting. * Scripting Languages. * Relevant industry certification. * Experience configuring, troubleshooting Cisco Security Products. * Presentation and training skills. Development opportunities: * Grow your technical and soft skills. * Ability to communicate in seminar and conferences such as Cisco live and partner meetings. * Support in pursuing Cisco Certification. * Contribute to Cisco intellectual capital. (Automation projects, Hackathons, etc.) * Mentoring and coaching. * Becoming Subject Matter Expert. * Giving back to local and global community (charity events). Why Cisco #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! 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.