Technical Leader- SDWAN/Routing Escalations

Cisco•Richardson, TX

2d•$149,100 - $303,100•Remote

About The Position

Join the Enterprise Network SDWAN/Routing Escalations Team at Cisco, a group dedicated to supporting platforms within a $15 billion portfolio. Our team thrives on collaboration, innovation, and continuous learning, aiming to enhance the functionality and performance of Cisco's enterprise SDWAN networking solutions. As a member of our team, you will play a pivotal role in ensuring the reliability and efficiency of SDWAN networks and routing platforms. In this role as an Escalation Engineer, you will be part of a highly technical team that solves critical issues and manages customer communication and virtual teams. You’ll balance hard technical skills with the soft skills required to quickly drive customer issues to closure. You'll maintain end-to-end ownership of efforts to resolve customer issues and help drive improvements in product quality by sharing the field learnings with engineering teams. It’s a very dynamic role that requires engaging with Sales/account teams, Marketing, Development, and Test teams.

Requirements

Bachelor's degree in Computer Science, Computer/Software/Electrical Engineering +8 years of related experience, or Masters +6 years of related experience.
Excellent Layer 2 and Layer 3 knowledge and experience
Good understanding of various networking protocols and standards
Strong passion and experience in troubleshooting, debugging complex systems and possess excellent problem-solving techniques
Network protocols like TCP/IP, FTP, DHCP, HTTP, Multicast, Routing protocols (OSPF, BGP, VRRP, DNS, MPLS, BFD,QoS etc ) knowledge

Nice To Haves

Knowledge of AWS/Azure and Python scripting.
Experience in IP Routing technology and Cisco products like ASR1k, ISR4k, ENCS, CSR Cloud Services Router, CSP Cloud Services Platform, and Cisco Catalyst SDWAN(Formerly Viptela).
Technical skills corresponding to CCNA/CCNP/CCIE level.

Responsibilities

Analyze, configure, and fix SDWAN networks with mixed routing platforms and protocols.
Create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
Provide remote troubleshooting support to resolve issues efficiently.
Manage incident tickets and ensure their resolution. Adhere to ticket processes and update them with relevant and correct notes.
Engage with developers and technical support teams for assistance on complex issues.
Serve as the main point of contact for customer requirements and manage expectations.
Communicate updates to the Cisco Support team and customers as needed.
Participate in On Call Rotation for weekend priority support for P1's and support shifts as required.
Ability to identify problems, take ownership, and deliver high customer satisfaction solutions.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt)
flexible vacation time off program (exempt)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
annual bonuses (for non-sales roles)
performance-based incentive pay (for sales roles)