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

Bachelor's degree in Computer Science, Computer/Software/Electrical Engineering +8 years of related experience, or Master's +6 years of related experience
Layer 2 and Layer 3 knowledge and experience
Understanding of various networking protocols and standards
Experience in troubleshooting, debugging complex systems
Knowledge of network protocols like TCP/IP, FTP, DHCP, HTTP, Multicast, Routing protocols (OSPF, BGP, VRRP, DNS, MPLS, BFD,QoS etc)

Medical, dental and vision insurance
401(k) plan with Cisco matching contribution
Paid parental leave
Short and long-term disability coverage
Basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time accrued at rate of 4.92 hours per pay period for non-exempt employees
Flexible vacation time off program for exempt employees
80 hours of sick time off provided on hire date and each January 1st thereafter
Optional 10 paid days per full calendar year to volunteer

Technical Leader – SDWAN, Routing Escalations

Key skills