Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Meet the Team

Join the Enterprise Network SDWAN/Routing Escalations Team at Cisco, a group dedicated to supporting platforms within a $15 billion portfolio. Our team thrives on collaboration, innovation, and continuous learning, aiming to enhance the functionality and performance of Cisco's enterprise SDWAN networking solutions. As a member of our team, you will play a pivotal role in ensuring the reliability and efficiency of SDWAN networks and routing platforms.

Your Impact

In this role as an Escalation Engineer, you will be part of a highly technical team that solves critical issues and manages customer communication and virtual teams. You’ll balance hard technical skills with the soft skills required to quickly drive customer issues to closure. You'll maintain end-to-end ownership of efforts to resolve customer issues and help drive improvements in product quality by sharing the field learnings with engineering teams. It’s a very dynamic role that requires engaging with Sales/account teams, Marketing, Development, and Test teams.

Role & Responsibilities

• Analyze, configure, and fix SDWAN networks with mixed routing platforms and protocols.
• Create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve issues efficiently.
• Manage incident tickets and ensure their resolution. Adhere to ticket processes and update them with relevant and correct notes.
• Engage with developers and technical support teams for assistance on complex issues.
• Serve as the main point of contact for customer requirements and manage expectations.
• Communicate updates to the Cisco Support team and customers as needed.
• Participate in On Call Rotation for weekend priority support for P1's and support shifts as required.
• Ability to identify problems, take ownership, and deliver high customer satisfaction solutions.

Minimum Qualifications

• Bachelor's degree in Computer Science, Computer/Software/Electrical Engineering +8 years of related experience, or Masters +6 years of related experience.
• Excellent Layer 2 and Layer 3 knowledge and experience
• Good understanding of various networking protocols and standards
• Strong passion and experience in troubleshooting, debugging complex systems and possess excellent problem-solving techniques
• Network protocols like TCP/IP, FTP, DHCP, HTTP, Multicast, Routing protocols (OSPF, BGP, VRRP, DNS, MPLS, BFD,QoS etc ) knowledge

Preferred Qualifications

• Knowledge of AWS/Azure and Python scripting.
• Experience in IP Routing technology and Cisco products like ASR1k, ISR4k, ENCS, CSR Cloud Services Router, CSP Cloud Services Platform, and Cisco Catalyst SDWAN(Formerly Viptela).
• Technical skills corresponding to CCNA/CCNP/CCIE level.

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Message to applicants applying to work in the U.S. and/or Canada:

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.