In this role, you will be responsible for providing product Implementation, Adoption, and Optimization support to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer Support. The Senior DSM has the skills of a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, user environment complexity, adoption barriers, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.
Who You Are
Leads customer delivery engagements and/or provides escalation support for large scale solutions and complex issues through deep technical expertise. Provides leadership capabilities and insight for creation and sharing of intellectual capital, influences the Engineering team to improve products, actively mentors and develops others.
Thought leader; collaborates cross functionally with internal stakeholders to showcase the value of Cisco services and solutions to customers.
Drives customer technology transitions, influencing solution architectures and services
Builds customer simulations to resolve/validate complex problems and compatibility issues
Leads creation and dissemination of technical collateral, intellectual capital, documentation, and knowledge transfer
Provides technical expertise and escalation support in documenting and resolving technical problems found in products and solutions.
Based on project requirements, consult and work with customers and Cisco stakeholders to plan, design, install, configure, integrate and/or optimize Cisco Secure Firewall, services to accelerate business outcomes
Mentors and develops others
Individual contributor
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The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in Security technology.
Working knowledge of Security industry, products, and services.
Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.
Minimum 2 years of experience of directly supporting customer.
Bachelor's degree (or equivalent experience) is required.
Certifications like CCIE, CCNP or CISSP can be a plus.
Deep Knowledge of Routing, Switching and network protocols.
FTD or ASA Firewall/VPN, IOS Firewall and Confidentiality and Secure Access.
Strong understanding of IPSEC, SSL and cryptography (PKI, IKE, RSA, etc.)
Has experience with NGFW, IDS/IPS, ACLs, NAT and threat intelligence.
Hands on Experience on Firewall update and Migrations.
Deep knowledge on analyzing network traffic for troubleshooting and analysis.
Cisco Secure Client, Cisco Secure Endpoint, Cisco Threat Grid
Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
UNIX system administrator skills.
Strong analytical and troubleshooting skills.
Ability to handle critical customer issues/problems.
Able to determine problems and deliver solutions with a high level of customer satisfaction.
Ability to determine root cause and resolution for previously unknown problems.
Exercises judgment within defined procedures to determine appropriate action.
Good verbal communication skills.
Interacts across cross-functional teams.
Ability to work effectively with and provide guidance to other members of the work group.
Promotes and solicits ideas within project team(s).
Ability to analyze, use and configure small to medium networks.
Proven crisis management skills. BS in a technical field (such as CS, EE, IT) or equivalent 5+ years related experience.
Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks.
CCNP, CCNP Security, or CCIE Certification desired/preferred
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.