NGFW Security - Technical Consulting Engineer Service Manager DSM

NGFW Security Technical Consulting Engineer / Service Manager (DSM)

Location: Remote

Long term contract

Role & Responsibilities
In this role you will be responsible for providing technical assistance to customers and partners and help them overcome technical barriers that they might experience as they deploy and use our clients products.

The Technical Consulting Engineer / Service Manager (DSM) should have the skills of a seasoned experienced professional with a full understanding of industry practices 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. Also in this role you will have a proactive approach to managing your assigned customer(s) for example informing a customer of upcoming firmware releases and the benefits they would gain from that release.

Core Deliverables

• Configuration Review and Optimization
• Deployment/Implementation Planning Readiness and Assistance
• Migration and Upgrade Assistance
• Feature and Use Case Adoption
• Integration and Change Management Assistance
• Health Check and Progress Reviews
• Best Practice Consultation
• Incident Management and Escalation Support

Minimum Technical Qualification

The ideal candidate demonstrates an aptitude and appetite for learning new technologies evidenced by the ability to expand upon core knowledge. We are also looking for someone with patience and an empathetic view of the customer to hone their skills and provide value to customers while working with an industry leader in Security technology with a focus on Cisco Firewalls and AnyConnect technology.

• Minimum 35 years of experience deploying migrating upgrading configuring troubleshooting/debugging and administering Cisco Secure Firewall Cisco Mobility Client (formerly AnyConnect) or any other industry leading Firewalls & VPNs.
• Minimum 2 years of experience of directly supporting end customers (similar to Technical Support or Advanced Professional Services)
• Bachelors degree (or equivalent experience) is required
• Cyber Security DevOps or CCNP certification desired
• Has working experience on ASA Firewall IOS Firewall Cisco Firepower Threat Defense (FTD) Intrusion Prevention System (IPS) VPN and Secure Access (PKI IKE RSA etc.)
• Standard protocols such as SMTP DNS FTP SSH TCP/IP
• Familiarity with industry leading virtual server and cloud solutions (Ex: VMWare AWS etc.)

Soft Skills:

• Ability to collaborate with multiple levels within the customer organization.
• Ability to build strong relationships with customers.
• Strong analytical and troubleshooting 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 crossfunctional 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.