Subject Matter Expert (Support&Ops)
HCLTech
Durham, North Carolina, United StatesPosted 3 days agoDiscoveredMatch locked
Full-time8+ years exp
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 Requirements
A 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.
Not included in the source posting: about the role, benefits.
Skills
python
Who can apply
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