Escalation Support Engineer

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

In this position you will be responsible for supporting SD WAN customers deployments.

Whom You'll Work With

Customers, Cross functional teams (Engineering, Marketing, Documentation, Release Ops), TAC

Job Description: Escalation Support Engineer

  • A single point of contact within Cisco to own a particular escalation, involve right resources, manage Customer sentiments & prioritise actions based on current situation.
  • Work closely with Customers, TAC engineers and Engineering in resolving complex escalated SDWAN issues in a timely fashion.
  • Setup customer topologies in lab, use it for problem reproduction, and fix verification.
  • Establish relationships with customers and provide updates to them periodically on their issues.
  • Work with product management team to enhance the SDWAN solution.
  • Must be a motivated self-starter capable of identifying gaps in problem coverage and driving these to resolution with appropriate teams
  • Strong attention to detail and desire to not only solve problems but work proactively to ensure they don’t resurface

Required Skills

  • 5+ years of working knowledge of IP networking products and solutions.
  • Extensive knowledge of IP unicast/multicast, network designs, IP VPNs
  • Good understanding of security technologies, IPSec, SSL, PKI
  • Good understanding of server and network virtualization technologies
  • Good communication skills & willingness to solve complex Customer issues.


Why Cisco:

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.




We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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