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 emailDiagnose and provide solutions to technical issuesResearch issues while maintaining communication with end-usersRaise issues to Tier II and Tier III support, as neededBuild end user documentation and recommend procedure changes to improve efficiencyMultitask efficiently, toggling from email support to incoming calls throughout your shiftMaintain composure in a fast-paced professional environmentSolving problems accurately, creatively, and efficientlyWork well in a distributed team environmentMulti-functional collaborationAble to work weekends on a rotational scheduleWho 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 productsExperience in high level Wireshark analysisWeb Proxy support experienceFamiliarity with Firewall, ISR or VPNFamiliarity with Zendesk, JIRAAbility to prioritize and work responsibly with or without direct supervision.You should apply if you Care about giving to an amazing work culture and environmentAre comfortable navigating a fast-paced roleAre comfortable asking questions and reading documentation dailyAre passionate about helping customersHave impeccable communication - both verbal and writtenCan work weekends on a rotational basisImportant things to note This is a role where change is constantWe are a team that pushes each other and learns togetherThis is a customer facing frontline support roleWorking some weekends is requiredAssisting customers via phone is requiredYou must be comfortable asking for help
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