Technology Support Lead

About the role

Join a team that manages one of the largest global remote access platforms, providing connectivity for more than 340,000 users. This role combines hands-on platform support, incident response, change delivery, automation, monitoring, and continuous improvement across Cisco-based security and remote access products. As a Technology Support Lead in the Remote Access Team, you will help ensure the stability, availability, and secure operation of the firm's remote-access and network security environment. You will apply your technical expertise to support remote-access VPN, site-to-site VPN, perimeter firewall, network assurance, and security operations services across a large enterprise environment.

Your success will rely on hands-on experience with Cisco security platforms, disciplined incident and change management practices, and close collaboration with Network Engineering, Identity, SecOps, and Service Desk teams to keep remote connectivity fast, reliable, and secure.

Responsibilities

• Provides Level 2 and Level 3 support for remote-access VPN services, including SSL/IPsec, AnyConnect / Cisco Secure Client, site-to-site VPN, and perimeter firewall services.
• Triages, diagnoses, and resolves incidents across Cisco ASA, Firepower Threat Defense, Identity Services Engine, and supporting infrastructure within agreed service levels.
• Participates in a 24x7 on-call rotation for P1/P2 incidents affecting remote connectivity or perimeter security.
• Leads major incident bridges, drives root-cause analysis, and delivers post-incident reviews with concrete preventative actions.
• Plans, peer reviews, and implements standard and complex changes through Cisco Security Manager, Cisco Defense Orchestrator, FMC/FCM, and related platforms, including policy, NAT, ACL, VPN, SSL decryption, IPS tuning, and URL filtering changes.
• Manages ISE policy sets, authentication and authorization rules, posture, profiling, certificate services, and integrations with Active Directory, MFA, and pxGrid.
• Maintains Firepower software lifecycle on FCM-managed chassis, including FXOS upgrades, FTD high-availability pairs, clustering, and logical device provisioning.
• Operates and extends ThousandEyes coverage across Cloud, Enterprise, and Endpoint agents to monitor remote-access user experience, ISP/SaaS dependencies, and BGP/path health.
• Builds and tunes dashboards, alerts, and synthetic tests; correlates ThousandEyes findings with firewall and VPN telemetry to shorten mean time to detect and mean time to restore.
• Supports audit, vulnerability management, and certificate lifecycle activities, including PKI and SAML/OIDC identity provider integrations.
• Reduces operational toil through scripting and API-driven automation using FMC/FTD REST API, ISE ERS/OpenAPI, CDO API, and ThousandEyes API, and Infrastructure-as-Code and configuration-as-data practices where applicable, including Git, Ansible, and Python.

Requirements

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Experience operating Cisco network security platforms in a large enterprise or service-provider environment.
• Strong hands-on expertise with Cisco ASA, including multi-context, failover, clustering, NAT, ACL, AnyConnect/SSL VPN, IPsec, DAP, and split tunneling.
• Production experience with Cisco Firepower / FTD managed through FMC and/or Cisco Defense Orchestrator, including access control policy, SSL policy, IPS/Snort 3, file/malware, and identity policy.
• Working knowledge of Firepower Chassis Manager / FXOS, including logical device provisioning, interface mapping, and software upgrades on 41xx/93xx-class hardware.
• Operational experience with Cisco ISE, including RADIUS/TACACS+, 802.1X, MAB, posture, profiling, guest access, certificate-based authentication, and AD/Entra ID integration.
• Experience using Cisco Security Manager and Cisco Defense Orchestrator for multi-device policy management, migration, and change orchestration.
• Hands-on experience with ThousandEyes, including agent deployment, test design for HTTP, page-load, network, BGP, and end-user tests, alerting, and root-cause analysis.
• Solid networking fundamentals, including routing with BGP and OSPF, switching, NAT, QoS, PKI, DNS, and TCP/IP troubleshooting using packet capture and Wireshark.
• Strong incident management discipline and clear written and verbal communication with technical and non-technical stakeholders.
• Ability to work on-site five days per week and participate in an on-call rotation.

Preferred Qualifications

• CCNP Security, CCIE Security, ThousandEyes certifications, Cisco Certified Specialist – Secure Firewall, or Cisco Certified Specialist – ISE.
• Experience migrating ASA to FTD at scale, or FMC to cloud-delivered FMC through CDO-managed environments.
• Scripting experience in Python and familiarity with Ansible, Git, and CI/CD pipelines for network change.
• Experience integrating telemetry into Splunk, ELK, Grafana, and SOAR platforms.

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching, and more.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses, and many of the world's most prominent corporate, institutional, and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years, and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing, and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company.