Cisco FTD Support Engineer

We have a 6 month contract opportunity for a Support Engineer in Research Triangle Park, NC. This role is primarily work from home but there may be some onsite meetings required.

Experience Level: Intermediate to Senior (3-7 years)

Job Description:

We are looking for a highly motivated and customer-focused Support Engineer to join our Firewall Upgrade Support team. This role is centered around assisting customers in using an automation tool designed for Firewall Upgrade Risk Analysis, specifically with Cisco FTD (Firepower Threat Defense) platforms.

The ideal candidate will have a strong understanding of firewall platforms, especially Cisco FTD, and the associated upgrade process. You will act as the primary point of contact for customers using the backend risk assessment automation tool-helping them troubleshoot issues, understand outputs, and successfully plan or execute upgrades.

He must be capable of understanding how the automation tool works conceptually, and how it applies to firewall upgrades. Your focus will be on technical support, customer guidance, and issue resolution through service requests (SRs).

- Provide L2/L3 support to customers performing firewall upgrades using Cisco FTD.

- Assist customers in navigating and using the automation tool for risk analysis and upgrade planning.

- Troubleshoot tool-related issues and help interpret output and recommendations generated by the tool.

- Serve as a bridge between customers and internal development/engineering teams when deeper investigation is required.

- Understand and stay up to date with Cisco FTD upgrade procedures, best practices, and risk factors.

- Manage and resolve SRs (Service Requests) effectively, providing timely and accurate updates.

- Document troubleshooting steps, known issues, and best practices to contribute to knowledge base content.

- Work collaboratively with cross-functional teams including QA, Engineering, Product, and Documentation.

1. Technical Expertise

- Strong Understanding on Networking and Security Concepts

- Strong understanding of Cisco Firepower (FTD)/ASA and firewall administration concepts.

- Hands-on experience with FTD/ASA upgrade processes, version compatibility, and rollback procedures.

- Familiarity with FMC (Firepower Management Center), CLI, Tshoot Bundles, and common diagnostics.

- Comfort with exploring and understanding new automation tools, especially those related to risk or impact analysis.

- Excellent communication skills with the ability to explain technical topics to non-technical users

- Empathetic and customer-focused approach with strong active listening abilities

- Proven ability to prioritize and manage multiple service requests in high-volume environments

- Highly organized with effective time management and issue-tracking skills

- Adaptable and quick to learn new tools, technologies, and processes

- Open to feedback and committed to continuous improvement

- Skilled in writing clear, concise troubleshooting documentation and case notes

- Collaborative team player with experience working across engineering, product, and support teams

Work on complex and in-depth networking components requiring strong design, analytical, problem solving, engineering, and communication skills.

-Constantly challenged to expand networking knowledge and skills, and ability to solve problems using agile methods.

-Interface and influence multi-functionally, as well as lead teamwork extending beyond the work group to achieve organizational goals and targets.

-Utilize deep technical network knowledge to analyze, use and configure network management applications for medium to critical complex, converged network infrastructures.

-Complete projects which improve the design, development and/or support processes as assigned.

-Review enhancement requests, provide design feedback and collaborate with peers on complex projects as required.

-Assist in a consultative role to facilitate the design of the network and complete design reviews as needed.

-Utilize test equipment and configurations in lab for simulations of real problems.

-Utilize scripting and programming capabilities to develop applications and utilize software systems to implement new solutions and improve and optimize operational efficiency.

-Solve network and systems problems of growing levels of complexity; provide support on a worldwide basis.

-Handle workload and other assignments authoritatively while being able to resolve time-critical situations reliable and authoritatively.

-Provide technology and product training and mentoring to other engineers and assist in problem resolution where required.

-Solve any escalations and related issues.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.