Principal Adv Network Tech Support

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Overall

Purpose:

Technical Expertise and Support:

Serve as a lead technical expert and Subject Matter Expert (SME) within the Service Assurance Tier 3 (GT3) team.

Provide specialized support for D2 technologies, including SD-WAN solutions such as Silver Peak SDWAN, VMware/Broadcom/Arista SD-WAN and Cisco SD-WAN, along with virtualized platforms like Flexware and Universal CPE.

Act as a recognized routing and connectivity SME across all supported service lines, frequently consulted by peers for technical advice and problem resolution.

The position exercises judgment by effectively managing a high volume of complex and critical customer network outages, requiring swift and accurate decision-making to triage and isolate issues. The candidate applies advanced critical thinking skills to analyze problems deeply and prioritize actions that minimize service impact. Additionally, judgment is demonstrated in tailoring communication - translating technical findings into clear, appropriate messages for diverse audiences, including both internal engineers and customers with varying technical expertise - ensuring understanding and maintaining professionalism throughout critical situations.

Training and Mentorship
:

Serve as a mentor for GT3 peers, other Service Assurance teams, and provide guidance to LCM/LE resources.

Develop and deliver training materials and documentation for GCSC and GT3 teams, capturing best practices in troubleshooting and sharing lessons learned.

Act as a key resource for managing complex, long-duration issues and technical escalations, supporting both peers within the GT3 organization and management.

Manage projects from initiation to completion by planning scope, schedule, and resources. Lead cross-functional teams, monitor progress, mitigate risks, and communicate updates to stakeholders. Ensure quality, manage changes, and drive continuous improvement throughout the project lifecycle.

Required Technical Expertise (Expert Level)

The ideal candidate will possess expert-level experience in enterprise networking, SD-WAN technologies, network security, and advanced troubleshooting within large-scale, mission-critical environments.

• Advanced knowledge of enterprise routing, switching, and network architecture design
• Expert-level troubleshooting and root cause analysis across complex WAN, LAN, Wireless, Security, Cloud, and SD-WAN environments
• Extensive experience with:
  Cisco Routing and Switching Platforms Cisco Nexus Data Center Switching Cisco Wireless Infrastructure Cisco ASA Firewalls Juniper Networks Routing and Switching Solutions Riverbed WAN Optimization Technologies Aruba Edge Connect (Silver Peak) SD-WAN VMware Velo Cloud SD-WAN

• Routing Protocols: BGP OSPF EIGRP
• IPSec VPN design, implementation, and troubleshooting
• LAN/WAN connectivity and optimization
• Network segmentation, redundancy, and high-availability architectures
• Performance monitoring, capacity planning, and proactive network optimization

• Deep understanding of enterprise security architectures and best practices
• Experience implementing and supporting:
  Next-Generation Firewalls (NGFW) Zero Trust Network Architectures Secure Access Service Edge (SASE) Network Access Control (NAC) IDS/IPS Solutions DNS Security DDoS Protection Multi-Factor Authentication (MFA) Public Key Infrastructure (PKI) Secure Remote Access Technologies Cloud Security Controls Security Information and Event Management (SIEM) platforms
• Hands-on experience with:
  Cisco ASA and Firepower Palo Alto Networks Firewalls Cisco ISE Fortinet Solutions (preferred) Zscaler, Prisma Access, or similar SASE platforms (preferred)
• Experience supporting compliance and security frameworks including: NIST CIS Controls FedRAMP FISMA DoD Security Requirements

Strong understanding of WAN transport technologies including:

• MPLS
• Dedicated Internet Access (DIA)
• Broadband
• Ethernet
• Fiber
• LTE/5G Wireless
• Satellite Communications
• Private and…