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Job Description

• You will provide premium-tier technical support for Firewall and Security Cloud Control (SCC) to customers, partners, account teams, and other Technical Assistance Center engineers.

• You can apply your analytical skills and technical knowledge to tackle product and network problems of moderate to high complexity.

• You will also provide technology/product training and intellectual property material as required.

• You'll act as a focal point for large account network problem resolution.

• You can effectively utilize moderate to complex lab setups to recreate and solve problems.

• United States public sector customers have specific location and citizenship requirements, necessitating a US person on US soil for this role.

• You possess the ability to quickly analyze and understand complex technical environments and use evidence-based troubleshooting to narrow down the scope of a problem in search of a resolution.

• Provide advanced technical troubleshooting and problem resolution for network security products and services, ensuring timely resolution of customer issues.

• Ensure all technical solutions and engagements comply with relevant federal security policies and procedures.

• Reproduce and solve customer issues leveraging on-site and virtual labs.

• Partner with engineering, product management, and professional services teams to escalate and resolve issues, advocate for customer needs, and influence product enhancements.

• Participate with peers in a compensated on-call rotation to support public sector customers outside of standard business hours.

• Handle a wide variety of technical support problems—from simple application or network configuration fixes to extremely complex troubleshooting and problem resolution.

• Submit complete and correct defect reports with collaboration and supervision.

• Work with minimal supervision and exercise judgment within defined procedures to determine appropriate action.

• Collaborate with other engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.

• Work cross-functionally to develop and deliver customer-focused solutions, knowledge articles, and best practices.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Technical Qualifications

• Minimum 3-5 years of direct EXTERNAL customer support experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks.

• Strong technical foundation in networking CCNA equivalent or above

• Federal cybersecurity compliance requirements, such as FISMA, NIST, and FedRAMP, ensuring adherence in support activities.

• Detailed Technical Skills and detailed documentation ability

o Knowledge of Firewall products and concepts (Adaptive Security Appliance – ASA & vASA, FTD; Firepower; FMC; Clustering).

o Knowledge of, and experience supporting, Cisco Security Cloud Control (SCC), formerly known as Cisco Defense Orchestrator (CDO).

o Advanced Troubleshooting skills in:

• BGP, PBR, NAT, OSPF, ACL, DNS, ARP Inspection, IPSec Concepts and TCP vs. UDP (connection-oriented vs. connectionless)

• FTP, SFTP, TFTP, HTTP, HTTPS, DHCP, DNS, ICMP, NTP, IPv4, IPv6, API, Virtualization, Multi-Cloud Environments

o Advanced knowledge of different software languages and distributions such as SQL, Monet DB, Linux, or similar.

o Advanced knowledge using tools such as Wireshark, Packet Analyzer, Coding/Decoding, and other tools for TCP/IP packet analysis.

Must be comfortable with shifts 8am - 5pm EST or 12pm - 8pm EST

Must be comfortable with on-call WFH intermittently • Cisco Certifications, specifically: Securing Networks with Cisco Firewalls (300-710 SNCF), CCNP Security or CCIE Certification.

• CISSP Certification.

• Python, Perl, and/or Bash scripting would be an additional advantage.

• Server and appliance virtualization using VMWare, MS Hyper-V, and KVM.

• Security Clearance can provide upward mobility to support DoD/IL6 customers.