Subject Matter Expert (Support&Ops)
United States
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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
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.