Software Developer 3

Key Responsibilities:
•             Serve as the point of contact for critical customer escalations related to cloud networking services.
•             Perform deep-dive analysis and troubleshooting of networking issues, involving routing, switching, DNS, load balancing, and firewalls.
•             Collaborate closely with engineering, product, and support teams to drive timely resolution of customer-impacting problems.
•             Manage and de-escalate high-pressure customer situations, balancing technical accuracy with empathy and clear communication.
•             Provide operational insights and drive process improvements to prevent recurrence of incidents.
•             Maintain detailed case documentation and provide executive-level summaries and Root Cause Analyses (RCAs) where needed.
•             Participate in on-call rotations and incident war rooms for critical events.
•             Contribute to internal knowledge bases and mentoring of junior team members.
Qualifications:
•             Bachelor’s degree in Computer Science, Networking, or a related field (or equivalent experience).
•             5+ years of experience in network engineering or escalation support, ideally in a cloud or SaaS environment.
•             Strong expertise in TCP/IP, BGP, OSPF, VPNs, NAT, DNS, DHCP, and firewall configurations.
•             Proficiency with cloud networking concepts (e.g., VPCs, VNets, subnets, gateways, load balancers, SDN), Linux networking/debugging .
•             Experience with major cloud providers (OCI, AWS, Azure, GCP) is a strong plus.
•             Familiarity with network performance monitoring, packet analysis, and debugging tools (e.g., Wireshark, tcpdump).
•             Proven experience handling high-severity incidents, managing customer sentiment, and providing clear, concise communications.
•             Excellent problem-solving skills and the ability to work both independently and collaboratively under pressure.
Preferred Skills:
•             Certifications such as CCNA, CCNP, or equivalent cloud networking certifications.
•             Experience in writing automation scripts for operational tasks (e.g., Python, Bash).
•             Understanding of DevOps and CI/CD pipelines related to networking