Software Engineer - SDWAN/Routing Escalations

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 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.

• 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.
• 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.
• Adhere to ticket processes and update them with relevant and correct notes.
• Participate in On Call Rotation for weekend priority support for P1's and support shifts as required.
• Collaborate with cross-functional teams to resolve major customer issues.
• Proven planning, prioritization, and organization skills.
• Ability to identify problems, take ownership, and deliver high customer satisfaction solutions.
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Crisis management and leadership skills.

• Bachelor's degree in Computer Science, Computer/Software/Electrical Engineering, or a related field or equivalent experience.
• 7+ years of related experience.
• Experience in IP Routing technology and Cisco products like ASR1k, ISR4k, ENCS, CSR Cloud Services Router, CSP Cloud Services Platform, and Viptela SDWAN.

• Master's degree in Computer Science, Computer/Software/Electrical Engineering, or a related field.
• Knowledge of AWS/Azure and Python scripting.
• Technical skills corresponding to CCNA/CCNP/CCIE level.
• Experience in NOC and/or TAC Technical Support.
• Data-driven approach to problem-solving with a project management background.

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Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

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Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!