Software Engineer - SDWAN / Routing Escalations @ Cisco

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. Solid understanding in IP Routing is mandatory.

Who Youll 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) and SDWAN. You will be exposed to all EN Enterprise Routing services and technologies and will have a significant influence in driving improvements.

What Youll Do

• Analyze, configure, and fix SDWAN networks with mixed Routing Platforms and protocols.
• Effectively create and utilise 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.
• 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 and support shift if required.
• Effectively work with multi-functional teams to resolve major customer issues.
• Collaboration with team members, continuously learning, and results orientated approach.
• 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

• Masters degree in Computer Science, Computer/Software/Electrical Engineering, or a related major + 4 to 10 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 (AWS/Azure), Scripting
• 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