Software Engineer, Technical Leader - SDWAN Escalations

Cisco is the worldwide leader in networking that transforms how people connect, communicate, and collaborate. Since 1984, Cisco has led in the innovation of IP-based networking technologies such as routing, switching, security, unified communications, video, and wireless. Our responsible business practices help ensure business sustainability and environmentally conscious operations and products.
Cisco is a $40 Billion dollar global leader in supplying groundbreaking, outstanding networking products driving today's Internet. The company is ranked as one of the world's best employers and spends over $5 Billion dollars a year invested in R&D. Cisco is a phenomenal place to grow your career.
Who We Are
Cisco seeks hardworking Engineers to join the Enterprise Network Routing Escalations Team to support platforms that cover a $15B portfolio.
The ideal candidate will have (equivalent of) NOC and/or TAC Technical Support experience, Technical skills corresponding to CCNA/CCNP/CCIE level, outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in IP Routing is required.
Who You'll Work With
In this role you will gain insight into the detailed functionality of Cisco products, with particular emphasis on Cisco Enterprise Routing portfolio (ASR1k, ISR4k, ENCS, CSR Cloud Services Router, CSP Cloud Services Platform, Viptela SDWAN). You will be exposed to all EN Enterprise Routing services and technologies and will have a significant influence in driving improvements.
What You'll Do

• Analyze, configure, and troubleshoot SDWAN networks with mixed Routing Platforms and protocols.
• Effectively 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
• Follow-through on all Incident tickets assigned to you and their resolution
• Engage DE Developers, DT Dev-Test, Marketing and TAC for assistance on complex issues support
• Managing requirements and be the main point of contact for the customer.
• Driving a team of engineers for when escalations occur and leading the team to resolution in a timely manner.
• Provide written and verbal updates to wider Cisco Support team and customer as needed.
• Strictly adhere to processes related to tickets and update with relevant and correct notes.
• On Call Rotation Weekend Priority support for P1's.
• Effectively work with multi-functional teams to resolve major customer issues.
• Collaboration with team members, continuously learning, and results orientated mindset.
• Successful candidates will have solid technical skills and a data-driven approach to problem solving, coupled with good project management background to handle customer issues.

Who You Are

• Master's degree in Computer Science, Computer/Software/Electrical Engineering, or a related major + 5 to 7 years related experience
• You have a willingness to learn Routing Technology based on Cisco: ASR1k, ISR4k, ENCS, CSR Cloud Services Router, CSP Cloud Services Platform, Viptela SDWAN Software Defined Networks
• Knowledge of IP technologies
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Crisis management and leadership skills
• Proven planning, prioritization, and organization skills

Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything - people, process, data and things - and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco
Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.