Description

Lead escalation support and resolution for Severity 1 and 2 network incidents across data center, routing, switching, and WAN environments.

This role is remote.

Responsibilities

• Drive complex troubleshooting efforts in partnership with Cisco TAC while keeping customers and internal teams informed.
• Provide Root Cause Analysis (RCA) reports including root cause, corrective actions, and prevention recommendations.
• Act as a customer-facing technical advisor, building trust and maintaining strong technical and management relationships.
• Support Quarterly Business Reviews (QBRs), technical documentation efforts, and informal knowledge transfer sessions.

Required Skills

• 3–4 years of hands-on experience in routing, switching, and data center networking environments.
• Strong understanding of Nexus (NX-OS), ACI, XR, vPC, VXLAN, OSPF, and BGP.
• Proven experience troubleshooting complex, real-world network issues in fast-moving environments.
• CCNP Route Switch or equivalent practical experience; Cisco TAC / HTTS background is a plus.
• Confident verbal and written communication skills for customer-facing engagements.

Preferred Skills

• Experience with Cisco TAC or HTTS support models.

Key Skills

Education

Any Graduate