SecureX Escalations Leader

  • Cisco Systems
  • 630 United Dr, Durham, NC 27713, USA
  • Nov 09, 2020
[Information Technology]

Job Description

What You'll DoThe Technical Leader in Escalations will be responsible for the day-to-day critical issues for Cisco SecureX and associated products. Specifically, requests from Cisco TAC (CX), and/or account teams with focused attention on Security Management technology. As more Security offers migrate to the cloud, the expectation is to help the organization craft what is needed for DevOps. The Lead will be responsible for:* Report on product trends, support level and customer satisfaction metrics; Identify opportunities to improve product quality and efficiency* Be the engineering focal point for technical escalations* Develop custom tools and processes to enhance efficiency and customer experience* Track and report open customer issues, software defects and manage and influence technical resolutionWho You'll Work WithYou will work with cross-functional teams across Cisco. Our worldwide team works with the highest tier of Cisco Technical Support, as well as with Product Management, Engineering, and the rest of the Security Platform and Response team, focusing on the SecureX product. You'll get to work directly with customers, or with their Cisco Advanced Services teams, on resolving particularly difficult technical issues. This position reports to the Escalations Leader.Who You AreYou have industry experience working with leading Security policy and visibility of large deployments. You bring a wide range of experience in various security products, including proxies, email security, endpoint, VPNs, and firewalls. Can articulate technical concepts in an easy-to-understand manner and who enjoys working with cross-functional teams. You possess security industry knowledge and have the comfort level to collaborate with security-focused customersThese are our minimum requirements for this position:10+ years of technical experience in the workforce, including mentoring engineersAt least a BS in computer science or engineering, electrical engineering, information technology, or related technical field, or equivalent experience. Highly technical knowledge of network architecture and troubleshooting. Understanding of software development and best practices, including code review and troubleshooting.* The new team member should be comfortable managing challenging customer engagements* Serve as a mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the group* Have solid understanding and experience supporting a variety of cloud-based and on-premise security products and service* Background in security solutions management packages and client software is highly desirable#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!
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task