SMTP (nice to have)
TCP / IP (nice to have)
Analytical Thinking (advanced)
Security Products (advanced)
Networking industry (advanced)
Security Services (advanced)
The Team Customer Success Organization seeks a Customer Success Specialist with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding services and driving product adoption.
Role & Responsibilities :
In this role, you will be responsible for providing technical assistance to customer success managers and help them overcome technical barriers that customers might experience as they deploy and use our products.
Typically reports to Mgr, Technical Support.
The Designated Service Manager (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, 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.
Core Deliverables :
Provides Jumpstart services
Provides Implementation advising and assistance
Provide Proactive Product Assistance
Provides Integration and Change Management assistance
Provides assistance with Deployment Readiness and Planning
Provides Migration and Upgrade Assistance
Provides Solution Audits and Tune-Ups
Provides Health Check and Progress Reviews
Provides Best Practice consultation
Provides Incident Management and Escalation Support
Provides full-onboarding program for new customer helpdesks and IT teams
Provides customized configuration support
Required Product Knowledge and Technical Skills :
Detailed, technical knowledge of Cisco Security Services & Products, such as : ISE, NGFW, CES (ESA), WSA, Amp for Endpoints, AnyConnect
Standard protocols such as SMTP, DNS, FTP, SSH, TCP / IP
Minimum Qualifications :
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 networking technology.
Working knowledge of Networking industry, products and protocols.
Minimum 3-5 years of experience designing, deploying, configuring, supporting, troubleshooting, debugging and administering Security Products.
Microsoft Exchange, Office 365 or comparable email server technologies
Typically requires BS in a technical field (CS / EE preferred) or equivalent plus 2 to 5 years related experience.
Strong analytical and troubleshooting skills.
Soft Skills :
Ability to handle critical customer issues / problems.
Able to determine problems and deliver known solutions with a high level of customer satisfaction.
Ability to determine root cause and resolution for previously unknown problems.
Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
Exercises judgment within defined procedures to determine appropriate action.
Good verbal communication skills.
Interacts across TAC teams and development teams at peer level.
Ability to work effectively with and provide guidance to other members of the work group.
Promotes and solicits ideas within project team(s).
Receives minimal supervision.
Receives no instruction on routine work and general instruction on new assignments.
Ability to analyse, use and configure small to medium networks.
Proven crisis management skills.
Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
Applies known solutions to solve problems.
Typically interfaces with account teams, customer success managers, TAC / AS and BE.
Excellent (if possible native) Spanish or French or German or Italian skills in speech and writing is desired
Desired Skills :
Bachelor's degree (or equivalent experience) is required
Providing tier 4 support and network disaster recovery expertise.
Test and document system behavior, performance, and security.
Plan, design, and troubleshoot local and wide area network infrastructure, including routers, firewalls, switches, gateways, DNS servers, DHCP servers, clustering solutions, and related hardware, software, and services.
Cooperation via Experis
Many development opportunities and access to modern technology
Life insurance and many more