Automation Support Lead Technical Engineer

We are seeking a highly technical professional with a proven track record of accomplishments in networking and application domain.

Working under minimal direction and exercising significant technical judgment, the Technical Leader provides guidance, leadership, and hands-on expertise in developing solutions and resolving issues for large and complex automation software systems. This role involves close direct collaboration with customers, field teams, and internal test teams to ensure the delivery of high-quality, scalable, and maintainable software.

The successful candidate will interface with customers, Advanced Services (CX), TAC, Product management and other teams within Cisco to deliver solutions with exceptional quality and customer satisfaction. Projects include leading-edge technology implementations for large service providers and enterprise customers and proficiency with AI tools to develop and test application software. This position will oversee resolution of high-priority customer escalations, service requests, defect fixes, releasing patches, proactive & reactive support for customer issues and will be required to adhere to Quality standards & metrics.

• Design, develop, and maintain high-quality software solutions for networking and application domains, ensuring scalability, reliability, and maintainability
• Debug complex software issues, perform root cause analysis, and implement effective fixes in a timely manner
• Take ownership of customer-reported issues; reproduce problems in lab environments and deliver validated patches or workarounds as required
• Lead advanced technology implementations including AI inclusion for large service providers and enterprise customers
• Collaborate with geographically distributed development, QA, and support teams to drive issue resolution and continuous product improvements
• Participate in all phases of the software development lifecycle - including requirements gathering, design, implementation, testing, release, and support
• Scope, plan, and implement software releases, ensuring high-quality deliverables are tracked and delivered on time
• Mentor team members in both development and support areas, fostering technical growth and ownership
• Work multi-functionally with Product Management to translate customer requirements into product features
• Validate customer-specific use cases and incorporate feedback into development and support cycles
• Assist test teams in understanding real-world customer environments to enhance test coverage and robustness
• Create and maintain technical documentation, including MOPs, RCA reports, and knowledge base articles for both internal and customer-facing use
• Provide proactive and reactive support, participating in on-call rotations, and ensuring alignment to SLAs and quality metrics.

• Proven experience in networking, developing complex network management applications, delivering end-to-end solutions, and supporting production environments
• Master's degree or a Bachelor's degree in Computer Science or a related discipline, combined with extensive experience in modern software development and support
• Strong background in development, troubleshooting, and debugging using Java or Go, along with related web application technologies
• In-depth knowledge of Docker, Kubernetes, GitLab, YANG, and NETCONF; experience with Python, Perl, and Shell scripting is preferred
• Familiarity with a wide range of network equipment (Cisco, Nokia, Huawei, Juniper, Alcatel) is essential
• Skilled in Amazon Cloud (AWS) environments, with the ability to demonstrate AI tools for automation, analytics, and solution development

• Experience with Linux, Ubuntu, and Windows operating systems
• Familiarity with all phases of the software development lifecycle (SDLC) and support processes
• Exposure to tools such as Git/Gerrit, HP OpenView, Netcool, Eclipse, and Visual Studio
• Experience with SNMP, MIBs, traps, and Syslog processing
• Relevant certifications such as AWS, CCNA, CCNP, CCIP, Oracle, Red Hat Linux, or Java
• Experience in writing technical documentation, Methods of Procedure (MOPs), and customer issue summaries
• Excellent verbal and written communication skills
• Strong team collaboration abilities, with a focus on cross-cultural teamwork and inclusion
• Demonstrated experience in leading and mentoring support teams

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. Simply put - we power the future.

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.