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.

Why Cisco? (This is the Standard and cannot be changed)

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put - we power the future.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.