Umbrella Technical Support Escalation Engineer

Job Description

Who We Are

Cisco Umbrella is a secure internet gateway that provides the first line of defense against threats on the internet wherever users go. Because it’s built into the foundation of the internet, Umbrella delivers complete visibility into internet activity across all locations, devices, and users.

Working within the Cisco Umbrella group means being surrounded by hardworking, intelligent and creative people that are determined to disrupt the Internet security industry with innovative ideas, world-class research and unrivaled products and services. We’re a group of engineers, technologists, designers, and more building products that are simple to use and easy to manage. We seek forward-thinking, committed team members who are excited about contributing to a company that has a vibrant and unique culture.

The Technical Support Engineering teams mission is to provide backline support for our customers and facilitate a seamless feedback cycle between customers and our engineering teams.

Role & Responsibilities

• Handle, diagnose and resolve escalated customer technical support issues in a timely manner through email and phone communication
• Work closely with engineering teams to effectively communicate the impact and priority of escalated issues
• Partner with Sales and System Engineering teams to provide technical assistance with pre- and post-sales through evaluation, closure and on-boarding.
• Provide mentorship and training on products for customers and internal personnel.
• Create documentation to assist our customers and internal staff to better understand products and features
• Recommend improvements to the product and engineering groups on product related bugs and issues.
• Actively participate in deploying and testing new product and feature releases.

• 7+ years experience supporting enterprise class customers in a Support Engineer role
• Solid understanding of LAN and WAN networking protocols and technologies, including security solutions, switching, firewalls and routing.
• Experience with Linux/Unix server administration and proficiency with command line tools.
• Solid grasp of web proxy architecture and deployment.
• Strong understanding of DNS, DHCP, SAML, and VPN technologies
• Comprehensive understanding of Windows/Mac technology – Active Directory (Domain, User Administration, GPO), IOS Configuration.
• Familiarity with the latest System/Network security principles, techniques and protocols.
• Love and passion for helping customers and delivering satisfaction even when faced with difficult circumstances.
• Strong written/email and oral communication skills, including the ability to convey technical information in user-friendly language.
• Ability to balance a constantly changing work environment: remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to prioritize and work responsibly with or without direct supervision.
• A positive attitude and friendly personality.