Escalations Engineer - Advanced Threat Security

What You'll Do

You'll help us bring big wins to our customers by tackling some of their most complex technical issues across the Cisco Security portfolio. The Advanced Threat Escalations team seeks a motivated, Experienced Escalations Engineer to join our fantastic Calgary team. You'll be responsible for resolving complex technical issues (escalated by Cisco CX), filing new product defects, creating training and documentation, and partnering with our Engineering and Product Management teams on new product releases.

AMP for Endpoints and Threat Grid are two of the fastest-growing products in Cisco's security portfolio, and you will have a fantastic opportunity to use your skills to provide creative solutions for our growing customer base.

Who You'll Work With

Our team is the "last line of defense". We don't generally handle customer interaction but co-ordinate troubleshooting efforts between Cisco CX (Support) and Engineering teams as necessary. Our team's responsibility is mainly for AMP for Endpoints and Threat Grid, but it doesn't end there. These products are integrated with many other Cisco Security products, such as Network, Email and Web Security. Our team quarterbacks cross-product technical escalations. Our team members are based in Calgary and several locations in North America and Europe.

Who You Are

You're an experienced support engineer who has experience not just in IT Security, but also stays current with troubleshooting methodology on multiple operating systems. Cisco related certification (CCNA or CCNP) will give you an edge, but we are looking for someone who has experience in multiple areas, to confidently troubleshoot multi-product and integration related issues. You have knowledge of networking, but also need experience in application support, and advanced level troubleshooting in at least two out of three major client OS (Windows, macOS, Linux). Any experience with Apple iOS would be a major plus. Excellent collaboration and communication (particularly presentation and written) skills are essential to succeed in this role. Experience with both SQL and NoSQL databases would be advantageous, as would any scripting experience.

Our minimum requirements for this role:

-At least 5 years of IT Support experience, focused in IT Security

-Experience supporting Windows and macOS or Linux OS, both client and server

-At least two years experience deploying and supporting anti-malware solutions (Cisco, McAfee, Symantec, etc)

-Knowledge of security products (Firewalls, IDS/IPS, Proxies)

-Previous experience collaborating with multiple teams to resolve technical issues

-Fluent (verbal and written) in English

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.