Technical Consulting Engineer - Secure Network Analytics (SNA)

Cisco

Full-time - Mid Level

Computer and Electronic Product Manufacturing

About the position

The Technical Consulting Engineer (TCE) role at Cisco Systems focuses on Secure Network Analytics, providing both pre-deployment and post-sales support for Cisco Security Cloud offerings. This position involves working with enterprise customers to enhance their security posture through advanced network visibility and analytics. The TCE will engage in troubleshooting, diagnostics, and customer management, ensuring high levels of customer satisfaction while developing technical expertise in cutting-edge technologies.

Responsibilities

• Provide customer technical support.
• Participate in daytime and night/weekend on-call rotation.
• Troubleshoot Cisco Secure Network Analytics, XDR Analytics, and Telemetry Broker to quickly resolve and minimize downtime and outages.
• Recommend technical solutions to improve customer operations, security posture, and incident response.
• Maintain the CRM database for active issues, owning customer issues throughout the resolution process.
• Create Methods of Procedure (MOP) and action plans for post-sales projects.
• Document and provide information to customers for active security vulnerabilities.
• Utilize the Cisco technical service lab to recreate and resolve customer issues.
• Develop expertise in specific areas (i.e., technology, product).
• Manage and maintain cloud and on-premises lab infrastructure.
• Participate in early access testing and validation of new products/features.
• Manage customer issues by setting expectations and meeting/exceeding them to achieve the highest level of customer satisfaction.
• Effectively communicate/escalate issues to engineering within Cisco, and deliver resolutions/workarounds to the customer.
• Work with Sales and Professional Services to develop customized Cisco Security Cloud solutions for customers worldwide.

Requirements

• Bachelor's degree in Computer Science or a related field; a Master's Degree is a plus.
• Excellent written and verbal communication skills for significant interaction with partners, customers, and internal stakeholders.
• Minimum of 3-5 years of experience in designing, deploying, configuring, supporting, troubleshooting, debugging, and administering Network and Security products, devices, and technologies.
• Ability to communicate and demonstrate Technical Leadership in troubleshooting scenarios, especially over WebEx/telephonic customer conversations.
• Demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.
• Strong crisis management skills and the tenacity to handle critical customer issues.

Nice-to-haves

• Experience with SIEM/SOAR management and API-based integrations.
• Programming skills in Python and Bash scripting.

Benefits

• Opportunity to work with industry-leading technology.
• Access to continuous learning and development opportunities.
• Work with a diverse team of technology experts.