Cisco Secure Access Technical Consulting Engineer 

India, Karnataka, Bengaluru 

476370662

Technical Consulting Engineer – Secure Access (Security)

This cloud-delivered security service edge (SSE) solution, grounded in zero trust, gives users an exceptional user experience and protected access from any device to anywhere.

Expectations from a Secure Access Technical Support Engineer:

• Be the main point of contact of the reported issue (Cisco and/or Third Party).
• Develops adequate knowledge of tools to triage customer issues and secure output/evidence that helps point the issue towards resolution.
• Keeps the customer engaged and advised of the status of the issue and consistently updates the ticket with Cisco and the Third Party with relevant details (status, ticket #, Third Party engineer and contact information).
• Remains committed to our customer experience. Solution Support is a premium level of service which our customers expect a high standard of quality and excellence from Cisco.

Responsibilities:

• Provide technical support for security products to customers, partners, account teams, and other internal technical support teams.
• Handle a wide variety of technical support problems—from simple application or network configuration fixes to very sophisticated troubleshooting and problem resolution.
• Use moderate to sophisticated lab setups to recreate and solve technical problems.
• Submit complete and correct defect reports with collaboration and supervision.
• Work with minimal direction and exercise judgment within defined procedures to resolve appropriate action.
• Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.

Main Tasks:

• Drives problem resolution for issues experienced in customer environments.
• Diagnoses, fixes, and resolves incidents related to Cisco products, services, or solutions.
• Provides answers for products, services, or solutions questions.
• Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.
• Assists in documenting and resolving technical problems found in products and solutions.
• Engages and drives appropriate resources for critical issues.
• Maintains accurate documentation in incident and knowledge management systems
• Ensures case management guidelines are followed
• Optimally communicates (verbal and written) with the customer and Cisco partners on status and progress of service requests

Minimum Requirements:

• 8+ years of experience in designing, deploying, configuring, supporting, troubleshooting, and debugging networks (direct customer support experience).
• Good technical foundation in networking (CCNA equivalent level or above) is required.

Technical qualifications:

• Primary Skills: Knowledge of basic Routing and Switching, Cisco Adaptive Security Appliance (ASA) firewalls & vASA, FTD, Firepower, FMC, Cisco IOS Firewall (Zone-Based Firewall), Clustering, Cisco Security Manager (CSM) - recommend adding VPN/AnyConnect and AAA/ISE to the mix here. Intermediate to advanced knowledge of Cloud services such as AWS, Azure, GCP and their provided services.
• Secondary Skills: Cisco DUO and/or Umbrella.
• Microsoft Active Directory (AD), Linux, Unix
• Wireshark and other tools for TCP/IP packet collection analysis
• Server and appliance virtualization using VMWare, MS Hyper-V, and KVM
• Experience leading technical troubleshooting calls with customer and internal stakeholders of varying technical experience (novice to expert) and across levels of interpersonal hierarchy (individual contributors to C-level executives)
• BS in a technical field (such as CS, EE, IT) or equivalent plus 8-10 years related experience.
• Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks.
• CCNP, CCNP Security, or CCIE Certification desired/preferred
• Cloud Certification is a plus.
• Python, Perl, Bash scripting skills would be an added advantage

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