Technical Leader Software Engineering
4 weeks ago
Who We Are
Cisco Enterprise Network and Cloud Escalations Team to support platforms that cover a $15B portfolio. We are looking for an accomplished and hardworking Engineer for our Escalation Engineering team to support Intent Based networking and cloud product.
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 Switching, Routing, Cisco Catalyst Center and security product portfolio (Cat9K, Cisco Catalyst Center, WLC, Cat3k/4k, ASR1k, ISR4k, ISE). You will be exposed to all EN Enterprise product and technologies and will have a significant influence in driving improvements.As an Escalation Engineer, you will provide experienced level assistance to Cisco CX teams, customers & partners across the world for EN products and solutions. As a part of this team, you are also empowered to work across departments including Engineering, Operations and Product Marketing and mobilize resources when required.
What You’ll Do
Analyze, configure, and troubleshoot Cisco Catalyst center managing network consists of Switching, Routing and Wireless Platforms and protocols.Effectively create and use lab setups to duplicate and solve problems, validate planned changes to software and hardware design.Provide remote troubleshooting support to resolve issuesFollow-through on all Incident tickets assigned to you and their resolutionEngage Development Engineers, Dev-Test Engineers, Marketing and TAC for assistance on complex issues supportManaging 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.Technically adhere to processes related to tickets and update with relevant and correct notes.On Call Rotation Weekend Priority support for Critical Escalations.Effectively work with multi-functional teams to resolve major customer issues.Collaboration with team members, continuously learning, and results orientated attitude.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,
10 + years related experience.Solid understanding of
network infrastructure
and
Networking Software DevelopmentStrong teammate, with the ability to actively contribute in teams with different skill and experience levelsAbility to implement and troubleshoot network infrastructure devices, including wireless access points,
firewall, routers, switches,
WLC
(Wireless LAN Controller)
using
Java & Microservice
based applications, Postgres Database etc.Experience in
network management
and telemetry data collection, AI based application knowledge.Experience in High Availability and Disaster Recovery is a plus.Experience in java based distributed applications troubleshooting.Industry standard professional certification like CCIE, GCP, AWS certification, OCAJP is highly desirable but not mandatoryAble to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.Excellent written and verbal communication, interpersonal and presentation skills, Good analytical skills.Ability to work indecently while responding to changing business and technical conditions with Crisis management and leadership skillsValidated planning, prioritization, and organization skills
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