Subject Matter Expert; Support&Ops

Position: Subject Matter Expert (Support&Ops)
Job Summary We are looking for a highly skilled Escalation Engineer with deep expertise in networking, routing, and Cisco SD-WAN to troubleshoot and resolve complex customer issues in large-scale production environments.

Key Responsibilities
- Own and resolve complex/high-severity customer escalations in Cisco SD-WAN environments.

- Perform deep troubleshooting across SD-WAN, routing, switching, WAN, security, and application layers.

- Analyze configurations, logs, packet captures, traces, and network behavior to identify root cause.

- Troubleshoot SD-WAN components including OMP, TLOC, control/data plane, tunnels, policies, routing, and path selection.

- Understand customer topology and environment nuances to distinguish between product, configuration, design, and infrastructure issues.

- Drive issues end-to-end with customers, Cisco TAC, product engineering, and internal teams.

- Provide RCA, corrective actions, and permanent solutions for recurring issues.

- Mentor engineers and contribute to troubleshooting methodologies and knowledge base.

Skill Requirements- 8+ years of strong networking experience in enterprise/service-provider environments.

- Deep hands-on experience with Cisco SD-WAN / Viptela / Catalyst SD-WAN.

- Strong expertise in BGP, OSPF, routing, switching, VPN, NAT, QoS, TCP/IP, and WAN technologies.

- Excellent packet-level troubleshooting skills; experience with Wireshark, logs, debugs, and network traces.

- Ability to understand complex customer topologies and quickly isolate problems.

- Strong analytical, problem-solving, communication, and customer-management skills.

- Cisco CCNP/CCIE certification is a plus.

- Python/automation and cloud networking knowledge is a plus.

Other RequirementsA strong hands-on troubleshooter and network expert who can look beyond the immediate symptom, understand the customer's environment, identify the true root cause, and drive the issue to permanent resolution.