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For your reference, we have included the original job posting below.
Customer Support Engineer-III
Job Number:
25345665
Company Name:
Cisco
Job Location:
SAN BRUNO, CA US
Job Category:
Information Technology
Customer Support Engineer-III
Requisition #: R859065 Location: UNITED BRUNO
Job Title: Customer Support Engineer-III Region: US & Canada
Area of Interest: Customer Service Level of Experience: Experienced - Non Manager
Flexible Work Option: No
Job Description: The CSE Level III provides industry-standard technical support in a professional manner. They resolve customer issues and close customer tickets efficiently. The CSE Level III will support small, medium and large (Fortune 500) IronPort Web Security Appliance (WSA) customers during both pre-and post-sales periods. They will be responsible for ensuring that the customer relationship is managed through proactive customer communications, by providing rapid response and guaranteeing that estimated response times are communicated up front.
The CSE Level III 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, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features. They work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. They demonstrate good judgment in selecting methods and techniques for obtaining solutions and interact commonly with other senior internal technical personnel. Unusual failures, new product defects and custom function requests are escalated to Application Engineering (AE) for technical resolution, with the CSE Level III maintaining control of the account and communicating with the customer throughout the resolution process.
Required Experience and Skills:
. Absolute passion for customer satisfaction . At least 3-5 years in a role with customer-facing support responsibilities . Standard troubleshooting skills and diligence . Strong written and verbal communication skills . Strong Infrastructure networking knowledge, strong understanding of switches, routers, firewalls, proxies and subnetting. . Experience with Traffic Sniffers such as Ethereal. . Strong understanding of implementing and troubleshooting WCCP, LDAP and NTLM protocols. . Strong understanding of HTTP protocol. . Good UNIX system administrator skills . Good working knowledge of standard protocols such as SMTP, DNS, FTP, and SSH,.
Preferred Experience:
. Experience with shell scripting in PERL and other scripting languages and experience with FreeBSD is a plus. . Fanatical attention to detail and follow-up . Technical proficiency with web security technologies and networking infrastructure . Experience deploying and maintaining a web security appliance . Experience deploying and maintaining Windows Active Directory (2000/2003) or comparable web server technologies . Experience with other flavors of LDAP servers or web servers . MySQL (or SQL) knowledge (Windows and Linux) . Experience in working with Beta products . Bachelor's degree (or equivalent) is required . CCNA/CCNP/MCSE certifications desired
. Must have been a successful Level III CSE (or equivalent) for at least 6 months
Primary Responsibilities:
Provide technical support for IronPort WSA customers, VARs, and Distributors via telephone, email, and occasionally on-site. Normally receives little instruction on day-to-day work, general instructions on new assignments.
Responsibilities include, but not limited to: . Logging and resolving customer calls . Work with customer to understand their concerns . Triage/root-cause the problem . Provide status to the customer and sales team (as necessary) . Submit Bug reports to Engineering . Submit Enhancement requests to Product Management . Track problems until they are resolved to the customer's satisfaction . Attending IronPort product training and other industry courses necessary to provide effective technical support.
