Senior Technical Support Engineer - SONiC Specialist

As a Senior Technical Support Engineer - SONiC Specialist at Cisco, you will provide expert triage and escalation support to frontline TAC engineers. Your responsibilities will include troubleshooting complex networking issues across distributed networks, replicating customer problems in the lab to identify root causes, and developing and delivering advanced technical training for team members. Moreover, you'll act as a subject matter expert on SONiC and collaborate closely with engineering and product teams.

To qualify for the Senior Technical Support Engineer - SONiC Specialist role at Cisco, candidates should have a minimum of 10 years of experience in computer networking, along with at least 3-5 years of production experience with SONiC. A BS in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications, or a related field is required, though an MS is preferred. Additionally, strong troubleshooting skills across various Network Operating Systems are essential.

In the role of Senior Technical Support Engineer - SONiC Specialist at Cisco, familiarity with a suite of networking protocols is essential. Key protocols to know include BGP, OSPF, IS-IS, EVPN, VXLAN, MPLS, and Segment Routing. Experience with AI-specific protocols, such as RDMA, along with proficiency in Linux and containerization technologies like Docker, will also be advantageous.

A successful candidate for the Senior Technical Support Engineer - SONiC Specialist position at Cisco would benefit from excellent communication and interpersonal skills. Moreover, a deep understanding of AI infrastructure networks, experience in large web-scale content environments, and knowledge of software infrastructure components such as SAI, BSP, and SDK would certainly enhance your application for this role.

Applying for the Senior Technical Support Engineer - SONiC Specialist position at Cisco presents a fantastic opportunity to work with a world-class support organization that emphasizes customer success. You'll collaborate with leading engineers and industry experts, have access to continuous learning and development, and enjoy a competitive salary with a comprehensive benefits package, making this role an exceptional choice for your career.

In answering this question, detail your specific experiences with SONiC, including projects where you implemented it, challenges faced, and how you resolved them. Be ready to discuss technical aspects and outcomes, illustrating your expertise and problem-solving abilities.

Share your systematic approach to troubleshooting, such as gathering data, using diagnostic tools, and methodically isolating issues. It's important to emphasize your ability to replicate customer issues in a lab environment and how this method aids in finding solutions.

Discuss the key networking protocols you have worked with extensively in your career, highlighting specific projects or issues you have resolved involving those protocols. It's also beneficial to mention your ability to learn new protocols quickly.

Select an example that showcases your technical skills and your critical thinking. Detail the issue, your approach to solving it, and the results. This is your opportunity to demonstrate your relevancy to the Senior Technical Support Engineer role.

Explain how you maintain clear, concise communication, and provide examples of when effective communication led to successful outcomes. You may want to discuss your experience in training others and sharing knowledge.

Share how you engage in continuous learning through resources such as industry webinars, technical blogs, and certifications. This reflects your commitment to professional growth, which is valued in technical roles.

Discuss your experience training others, focusing on methods you used to make complex technical information accessible. Highlight any positive feedback or successful outcomes from your training efforts.

Detail any relevant experience in AI infrastructure and how it interrelates with SONiC and networking. Discuss specific projects or roles where you’ve utilized AI protocols efficiently.

Explain your prioritization strategies, such as evaluating the urgency and impact of issues. Illustrate how you ensure efficiency without compromising quality.

Share your perspective on Cisco's customer-focused approach, the experience of working with their esteemed team, and how their culture supports continuous improvement and innovation in technical support.