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We are looking for an experienced and customer-focused Support Engineer with Professional Services Expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.

Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.

Harmony SASE is building the next generation of secure access services - enabling organizations to connect users, sites, and applications safely and seamlessly from anywhere.

As part of our ongoing innovation, were expanding our capabilities around AI-driven development and automation. The Dev AI Infra & Tools team leads this transformation -building the internal platforms, data pipelines, and tooling that empower our engineers to design, test, and deliver faster, smarter, and more securely.

Youll work hands-on with LLMs, automation frameworks, and internal developer systems - experimenting, prototyping, and building real solutions that change the way we work.

Key Responsibilities:
Design and develop AI-driven internal tools and frameworks that enhance developer productivity.
Build and maintain the infrastructure that supports LLM-based workflows, data pipelines, and automation systems.
Prototype quickly - testing new ideas and iterating based on real feedback and performance data.
Collaborate with DevOps, backend, and product engineers to identify high-impact use cases for AI and automation.
Evaluate new AI technologies and bring the most promising ones into production.
Help define metrics for efficiency and continuously improve development velocity and experience.

Join the Cisco Silicon One Front-End Design Verification team, responsible for validating the most advanced networking silicon in the world. Our team ensures functional correctness, quality, and reliability across the entire design flow. We combine state-of-the-art methodologies with a collaborative, startup-like culture, while being backed by the stability and resources of Cisco.

Your Impact

Develop advanced verification environments using SystemVerilog and UVM
Write, run, and debug testbenches to ensure complete functional coverage
Drive pre-silicon and in-lab debug activities to resolve complex issues
Collaborate with RTL, architecture, and physical design teams to achieve design closure
Support methodology development, scripting, and automation to enhance productivity
Contribute to the success of Cisco Silicon One, powering the next generation of Internet infrastructure

Join the Cisco Silicon One Front-End Design Verification team, responsible for validating the most advanced networking silicon in the world. Our team ensures functional correctness, quality, and reliability across the entire design flow. We combine state-of-the-art methodologies with a collaborative, startup-like culture, while being backed by the stability and resources of Cisco.

Your Impact

Develop advanced verification environments using SystemVerilog and UVM
Write, run, and debug testbenches to ensure complete functional coverage
Drive pre-silicon and in-lab debug activities to resolve complex issues
Collaborate with RTL, architecture, and physical design teams to achieve design closure
Support methodology development, scripting, and automation to enhance productivity
Contribute to the success of Cisco Silicon One, powering the next generation of Internet infrastructure