I have been working at Sourcefire full-time (More than 5 years)
At Sourcefire we provide industry-leading computer network intrusion prevention systems. Our Technical Support department has been widely recognized as one of the best in the industry. We pride ourselves on having the first point of contact for a customer with a problem being someone with the expertise that would require multiple escalations to higher levels at most other support organizations.
Management at Sourcefire is very supportive of its employees, providing opportunities for training and advancement at every turn.
Sourcefire was acquired by Cisco Systems about a year ago. The structure of Sourcefire technical support was very different from that of Cisco technical support. Integrating the two organizations has been challenging. Additionally, we have heard from numerous Sourcefire customers that they don't want their previous experiences with Sourcefire support to change, putting more pressure on us to figure out how to continue to provide that experience within a very different internal structure.
Advice to Management
I'm not sure how this could be addressed, but the perception from Sourcefire customers has been that their support experience will be less satisfying after Sourcefire is fully integrated with Cisco. I realize that modifying Cisco procedures and corporate culture is unlikely to happen, but some effort to maintain the Sourcefire attitude toward customer support would be a very good idea.
The entire process was unorganized and a few people did not show. The interviewers used every curse word imaginable. They used disguised insults, as well. They totally wasted my time. They spoke highly of their reputation because they are now a part of Cisco. However, this is the way that they conduct business.
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