Technical Consulting Engineer - Secure Network Analytics (SNA)

What You'll Do

The Customer Experience Technical Services organization seeks a Technical Consulting Engineer (TCE) specializing in Secure Network Analytics (formerly Stealthwatch) technology. Join our team of industry experts in developing and deploying today's most sophisticated Internet technologies. As a TCE, you will provide both post-sales and pre-deployment support, along with project and customer management for Cisco Security Cloud offerings, including Secure Network Analytics, XDR Analytics, and Cisco Telemetry Broker. These products offer network visibility and security intelligence to protect enterprises against top threats by analyzing various network telemetry data to deliver Context-Aware Security Analytics, quickly detecting a range of attacks from APTs and DDoS to zero-day malware and insider threats.

The ideal candidate has a passion for learning new technologies and demonstrates the ability to expand core knowledge. This role is a great opportunity for someone with patience and empathy for customers, looking to hone their skills and advance their career while working with an industry leader in networking technology.

Who You'll Work With

This position provides a motivated individual with the chance to work with some of the largest enterprise customers in the world, gaining an in-depth understanding of key growth segments. Our team comprises highly responsive and driven technology experts who love enabling our customers by utilizing Cisco Technology! We offer technical support globally 24/7/365 to Cisco customers, partners, account teams, and other TAC engineers. In this role, you will focus on reactive measures including diagnostics, analysis, troubleshooting, and recommendations. With a technology runway that never ends, the opportunities to develop your technical knowledge are limitless!

Who You Are

Role & Responsibilities:

The successful candidate will have a passion for cybersecurity and a track record of excelling in technical problem resolution and customer management. The ability to multi-task and manage multiple issues simultaneously is essential. Responsibilities include, but are not limited to:

- 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. TCE is the owner of the 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 state-of-the-art customized Cisco Security Cloud solutions for customers worldwide.

Minimum Qualifications

- Bachelor's degree in Computer Science or a related field; a Master's Degree is a plus.

- Excellent written and verbal communication skills, as this role requires significant interaction with partners, customers, and internal stakeholders within Cisco.

- Minimum of 3-5 years of experience 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.

Technical Expertise

In-depth technical knowledge in:

- Network flow-based telemetry (NetFlow, IPFIX, sFlow, AVC, NSEL)

- Cisco Security: Identity Services Engine (ISE), Secure Client/AnyConnect, DNA Center (DNAC), Firepower Threat Defense (FTD)

- Cisco Networking and Platforms: Catalyst, Cisco IOS, Meraki, UCS

- Foundational knowledge and experience with TCP/IP and Routing Protocols

- Network packet capture analysis (tcpdump, tcpreplay, Wireshark)

- SIEM/SOAR management and API-based integrations

- System Admin level expertise in Linux and Open Source technologies

- Virtualization technologies (VMware, KVM)

- Cloud computing, networking, and security (AWS, Azure, GCP)

- Programming skills in Python and Bash scripting

Why Cisco

#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!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.