Cisco Umbrella is a secure internet gateway that provides the first line of defence against threats on the internet wherever users go. Because its built into the foundation of the internet, Umbrella delivers complete visibility into internet activity across all locations, devices, and users.

Working within the Cisco Umbrella group means being surrounded by hardworking, intelligent and creative people that are determined to disrupt the Internet security industry with innovative ideas, world-class research and unrivalled products and services. Were a group of engineers, technologists, designers, and more building products that are simple to use and easy to manage. We seek forward-thinking, committed team members who are excited about contributing to a company that has a vibrant and creative culture.

The team provides personalized technical and customer success services by accelerating deployment and integration of Cisco Umbrella product.

What You'll Do

The Technical Account Manager (TAM) is the Primary Support contact for strategic Cisco Cloud Security customers and partners.

The TAM provides invaluable technical guidance, support, and input to win new business and build strong, long-term relationships, focused on deployment planning, implementation, and ongoing troubleshooting for Cisco Cloud Security products.

The TAM partners closely with Technical Support, Engineering, Product Management and other departments to ensure a clear understanding of customer and partner environments, challenges and requirements.

The TAM will foster long term partnerships with customers & partners by aligning their business and technical goals with Cisco Security's vision, mission, and strategy.

The TAM defines and drives the technical account strategy with a deep industry and technical background, aligning with the Account Managers sales initiatives while advocating for the customer from within Cisco Cloud Security.

Who You'll Work With

Our team works directly with our largest customers providing white glove customer support. The Technical Account Management team is responsible for all technical aspects of support for the customer.

You will have the opportunity to influence how customers deploy and utilize Cisco Cloud Security products, including Umbrella and Secure Internet Gateway.

Be the primary technical contact for strategic customers and partners.
Ensure prompt and appropriate resolution of strategic customers and partners technical challenges.
Provide training, consulting services and best practices to strategic customers, partners, and account managers.
Coordinate with cross functional groups to identify challenges and recommend solutions in a prescriptive manner including best practices, feature requests, usage analysis, and customer feedback.
Provide clear and concise information regarding customer and partner accounts, needs and feedback to key stakeholders.
Develop an expert level understanding of Cisco Cloud Security features and benefits.
Identify and work with the Account Manager on cross sell and up sell opportunities.

Who You Are

Youve got exceptional customer service and time management skills with the ability to multitask and a track record for delivering excellent results in a timely fashion. You have a thorough knowledge of SaaS products and strong networking skills. With these skills, you are able to communicate complicated problems to a diverse and possibly nontechnical customer audience effectively.

Requirements

CCNA or above, or equivalent proficiency
Strong understanding of enterprise network environments with an emphasis on network security measures
Strong understanding of common network protocols including TCP/UDP, DNS, DHCP, HTTPS, SAML and VPN technology
Experience with web proxy implementation and troubleshooting at each point of failure
BA/BS degree (or equivalent expertise)
5+ years in customer facing Support, Professional Services, Implementation or Client Services roles

Preferred Experience With Any/All of the Following

Experience with the Secure Access Service Edge (SASE) product space
Microsoft Active Directory
Microsoft Windows and Windows Server (current Microsoft supported versions)
Mac OS (current Apple supported versions)
Debian based Linux Distributions (current Debian or Ubuntu supported versions)
BIND
VMWare ESX/ESXi
Microsoft Azure
AWS
Cisco Routing and Switching
Cisco Security

Why Cisco

At Cisco, each person brings their outstanding talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays, and learns, but our edge comes from our people.

We connect everything people, process, data, and things and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education, and more from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference at work and in our communities.

Colorful hair? Dont care. Tattoos? Show off your ink. Be you, with us! #WeAreCisco

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.