Wireless Escalation Engineer ( Cisco Wireless engineering) | 8-12 years

Overview

Wireless Escalation Engineer on Cisco's Enterprise Network Wireless and Cloud Escalations team, handling the highest-severity customer escalations across Cisco wireless products.

What you'll do

• Review and analyze escalation requests and triage resolution paths.
• Identify and resolve technical issues across the Cisco full-stack wireless solution, including wireless, routing, switching and application domains.
• Perform on-site engagement for top severity issues where required.
• Navigate demanding technical and business situations and drive varied functional teams towards a technical solution.
• Build a systemic approach to remediate recurring problems (scripting, data analysis).
• Maintain a professional profile, technically and politically, within incident management.
• Provide voice of the customer back to the development team to drive product and customer satisfaction improvements.
• Increase test efficiency and effectiveness through review of customer-found issues.
• Use day-to-day knowledge to produce in-depth documentation for the internal knowledge base.
• Articulate interesting issues and projects to Support and other Cisco business units.

What you'll need

• Bachelor's degree in computer science, computer, software or electrical engineering, or a related major, plus 8+ years related experience.
• Strong understanding of network infrastructure, network hardware and software.
• Ability to implement and troubleshoot network infrastructure devices, including wireless access points, firewalls, routers, switches and controllers.
• Experience with Switching/Routing technology based on Cisco Catalyst 9000 series, Cisco Catalyst Center, ISE and Wireless LAN Controller.
• Automation and programming: Python.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Good analytical skills.
• Ability to work effectively while responding to changing business and technical conditions, with crisis management and leadership skills.

Nice to have

• Master's degree in computer science, computer, software or electrical engineering, or a related major, plus 8 to 9 years related experience.
• CCIE level on network infrastructure, network hardware and software.
• Experience with Switching/Routing technology based on Cisco Catalyst 9000 series, Cisco DNA Center, Cisco SD-Access, ISE and Wireless LAN Controller.
• Industry standard professional certification such as CCIE or CWNE; GCP or AWS certification is highly desirable but not mandatory.
• Ability to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Proven planning, prioritization and organization skills.
• Automation and programming: Python, AI/ML is highly desirable.

Details

• Location: Bangalore, India.
• Time allocation: 70% operational responsibilities, 20% professional development, 10% documentation.