Subject Matter Expert (Support&Ops) HCLTech - 3.7 Durham, NC Job Details $95,000 a year 19 hours ago Qualifications QoS Telecommunications network analyzers Network infrastructure Cisco routers/switches implementation Wireshark BGP Open Shortest Path First (OSPF) implementation Network monitoring tools VPN management Root cause analysis Network Address Translation (NAT) Debugging Full Job Description Subject Matter Expert (Support&Ops) Durham, North Carolina 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. Maximum Salary (US): 192000 Minimum Salary (US): 95000