Designated Services Manager


Location: Remote - AU/NZ only

Job Type: Full time


Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

The Business Entity

The Cisco Customer Experience Organization provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, health and performance of products and solutions that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team

Customer Experience Organization Software Support Service team seeks a Designated Service Manager (DSM) with expertise in Security Technology to join a cross functional team and take a role in delivering product implementation & adoption services and provide proactive life-cycle support.

What You'll do

In this role, you will be responsible for providing product Implementation, adoption and optimization support to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer Support.The 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, user environment complexity, adoption barriers, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.

Who You'll Work With

The Software Support Service team is part of the Global CX organization and supports all Security technologies. We are now expanding our team in support of the growing Security market. Today, we're building creative teams that have the highest level of technical ability, innovation, and general analytical skills within the Global CX. On this team, you will collaborate with like-minded customer success & product experts in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

Who You Are

You are someone with Expert Knowledge and Technical Skills on One or More Products or Similar Technologies:

  • Identity Services Engines & Access Management
  • ASA Firewall/VPN, IOS Firewall and Confidentiality and Secure Access (PKI, IKE, RSA, etc.)
  • Has experience with ISE, FirePower, ASA, Firewall and/or IPS
  • Cisco Identity Services Engine (ISE) integration with wired data, wireless infrastructure, and VPN, as well as posture and client provisioning
  • Cisco Secure Endpoint (Amp4E)
  • Cisco Threat Grid
  • Cisco Any Connect
  • Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
  • UNIX system administrator skills

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 Security technology.

  • Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.
  • Minimum 2 years of experience of directly supporting customer
  • Bachelor's degree (or equivalent experience) is required
  • Cyber Security or DevOps or CCNP certification desired
  • Desired Skills:
  • Interacts across cross-functional teams.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

You’ve got this!