Automation Support Lead Technical Engineer

Cisco Systems, Inc.•Research Triangle Park, NC

36d•Hybrid

About The Position

We are looking for candidates local to the RTP office as this is a hybrid work model requiring at least 3 days per week in the office Meet the Team We are seeking a highly technical professional with a proven track record of accomplishments in networking and application domain. Working under minimal direction and exercising significant technical judgment, the Technical Leader provides guidance, leadership, and hands-on expertise in developing solutions and resolving issues for large and complex automation software systems. This role involves close direct collaboration with customers, field teams, and internal test teams to ensure the delivery of high-quality, scalable, and maintainable software. The successful candidate will interface with customers, Advanced Services (CX), TAC, Product management and other teams within Cisco to deliver solutions with exceptional quality and customer satisfaction. Projects include leading-edge technology implementations for large service providers and enterprise customers and proficiency with AI tools to develop and test application software. This position will oversee resolution of high-priority customer escalations, service requests, defect fixes, releasing patches, proactive & reactive support for customer issues and will be required to adhere to Quality standards & metrics.

Requirements

Proven experience in networking, developing complex network management applications, delivering end-to-end solutions, and supporting production environments
Master's degree or a Bachelor's degree in Computer Science or a related discipline, combined with extensive experience in modern software development and support
Strong background in development, troubleshooting, and debugging using Java or Go, along with related web application technologies
In-depth knowledge of Docker, Kubernetes, GitLab, YANG, and NETCONF; experience with Python, Perl, and Shell scripting is preferred
Familiarity with a wide range of network equipment (Cisco, Nokia, Huawei, Juniper, Alcatel) is essential
Skilled in Amazon Cloud (AWS) environments, with the ability to demonstrate AI tools for automation, analytics, and solution development

Nice To Haves

Experience with Linux, Ubuntu, and Windows operating systems
Familiarity with all phases of the software development lifecycle (SDLC) and support processes
Exposure to tools such as Git/Gerrit, HP OpenView, Netcool, Eclipse, and Visual Studio
Experience with SNMP, MIBs, traps, and Syslog processing
Relevant certifications such as AWS, CCNA, CCNP, CCIP, Oracle, Red Hat Linux, or Java
Experience in writing technical documentation, Methods of Procedure (MOPs), and customer issue summaries
Excellent verbal and written communication skills
Strong team collaboration abilities, with a focus on cross-cultural teamwork and inclusion
Demonstrated experience in leading and mentoring support teams

Responsibilities

Design, develop, and maintain high-quality software solutions for networking and application domains, ensuring scalability, reliability, and maintainability
Debug complex software issues, perform root cause analysis, and implement effective fixes in a timely manner
Take ownership of customer-reported issues; reproduce problems in lab environments and deliver validated patches or workarounds as required
Lead advanced technology implementations including AI inclusion for large service providers and enterprise customers
Collaborate with geographically distributed development, QA, and support teams to drive issue resolution and continuous product improvements
Participate in all phases of the software development lifecycle - including requirements gathering, design, implementation, testing, release, and support
Scope, plan, and implement software releases, ensuring high-quality deliverables are tracked and delivered on time
Mentor team members in both development and support areas, fostering technical growth and ownership
Work multi-functionally with Product Management to translate customer requirements into product features
Validate customer-specific use cases and incorporate feedback into development and support cycles
Assist test teams in understanding real-world customer environments to enhance test coverage and robustness
Create and maintain technical documentation, including MOPs, RCA reports, and knowledge base articles for both internal and customer-facing use
Provide proactive and reactive support, participating in on-call rotations, and ensuring alignment to SLAs and quality metrics.