Job Information
Cisco Technical Support Engineer - Cloud Security - Umbrella in Mexico City, Mexico
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 equivalent experience, or have accurate 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?
#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.