Principal Adv Network Tech Support

This position requires office presence of a minimum of 5 days per week and is located in Richardson, Texas. No relocation is offered.

About the role

Serve as a lead technical expert and Subject Matter Expert (SME) within the Service Assurance Tier 3 (GT3) team. Provide specialized support for D2 technologies, including SD-WAN solutions such as Silver Peak SDWAN, VMware/Broadcom/Arista SD-WAN, and Cisco SD-WAN, along with virtualized platforms like Flexware and Universal CPE. Act as a recognized routing and connectivity SME across all supported service lines, frequently consulted by peers for technical advice and problem resolution.

The position exercises judgment by effectively managing a high volume of complex and critical customer network outages, requiring swift and accurate decision-making to triage and isolate issues. Apply advanced critical thinking skills to analyze problems deeply and prioritize actions that minimize service impact. Demonstrate judgment in tailoring communication—translating technical findings into clear, appropriate messages for diverse audiences, including both internal engineers and customers with varying technical expertise—ensuring understanding and maintaining professionalism throughout critical situations.

Responsibilities

• Serve as a mentor for GT3 peers, other Service Assurance teams, and provide guidance to LCM/LE resources.
• Develop and deliver training materials and documentation for GCSC and GT3 teams, capturing best practices in troubleshooting and sharing lessons learned.
• Act as a key resource for managing complex, long-duration issues and technical escalations, supporting both peers within the GT3 organization and management.
• Manage projects from initiation to completion by planning scope, schedule, and resources. Lead cross-functional teams, monitor progress, mitigate risks, and communicate updates to stakeholders.
• Integrate and support new technology platforms into network environments, including developing, testing, training, and creating methods and procedures for new technology introduction.
• Collaborate with CTO Partners, including working in Agile/DevOps environments and reviewing and signing off on CTO designs.
• Utilize advanced networking techniques such as software-defined networking, virtualization, containerization, CI/CD pipelines for automation, custom tool creation, and advanced data analytics.
• Resolve complex network issues, including providing technical leadership, resolving critical outages, leading root cause analysis, and driving problem management initiatives.
• Develop tools and metrics for network operations, including creating custom tools, network performance metrics, and network automation.
• Apply broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results.
• Lead critical, high-impact projects and design/implement innovative business strategies with minimal oversight, frequently consulting senior leadership and influencing executive decisions.
• Guide cross-functional teams in technology insertion and root cause analysis, manage vendor relationships, and ensure network health through advanced analytics while leading across multiple technologies.

Requirements

• Expert-level experience in enterprise networking, SD-WAN technologies, network security, and advanced troubleshooting within large-scale, mission-critical environments.
• Advanced knowledge of enterprise routing, switching, and network architecture design.
• Expert-level troubleshooting and root cause analysis across complex WAN, LAN, Wireless, Security, Cloud, and SD-WAN environments.
• Extensive experience with:
  • Cisco Routing and Switching Platforms
  • Cisco Nexus Data Center Switching
  • Cisco Wireless Infrastructure
  • Cisco ASA Firewalls
  • Juniper Networks Routing and Switching Solutions
  • Riverbed WAN Optimization Technologies
  • Aruba EdgeConnect (Silver Peak) SD-WAN
  • VMware VeloCloud SD-WAN
• Deep understanding of network technologies and protocols, including:
  • Routing Protocols: BGP, OSPF, EIGRP
  • IPSec VPN design, implementation, and troubleshooting
  • LAN/WAN connectivity and optimization
  • Network segmentation, redundancy, and high-availability architectures
  • Performance monitoring, capacity planning, and proactive network optimization
• Experience implementing and supporting security solutions and technologies, including:
  • Next-Generation Firewalls (NGFW)
  • Zero Trust Network Architectures
  • Secure Access Service Edge (SASE)
  • Network Access Control (NAC)
  • IDS/IPS Solutions
  • DNS Security
  • DDoS Protection
  • Multi-Factor Authentication (MFA)
  • Public Key Infrastructure (PKI)
  • Secure Remote Access Technologies
  • Cloud Security Controls
  • Security Information and Event Management (SIEM) platforms
• Hands-on experience with:
  • Cisco ASA and Firepower
  • Palo Alto Networks Firewalls
  • Cisco ISE
  • Fortinet Solutions (preferred)
  • Zscaler, Prisma Access, or similar SASE platforms (preferred)
• Experience supporting compliance and security frameworks including NIST, CIS Controls, FedRAMP, FISMA, and DoD Security Requirements.
• Strong understanding of WAN transport technologies including MPLS, Dedicated Internet Access (DIA), Broadband, Ethernet, Fiber, LTE/5G Wireless, and Satellite Communications.
• Demonstrated ability to lead complex network incidents, escalations, and service restoration efforts.
• Experience supporting geographically dispersed enterprise and government environments.
• Strong analytical, documentation, communication, and customer-facing skills.
• Proven ability to serve as a technical leader and mentor for network engineering and operations teams.
• Must be eligible to obtain and maintain a U.S. Government security clearance. Active Secret Clearance preferred. Active Top Secret (TS) or Top Secret/Sensitive Compartmented Information (TS/SCI) clearance highly desirable.
• Experience supporting Federal Government, Defense, Intelligence Community, or highly regulated environments is strongly preferred.

Preferred Certifications

• Cisco Certified Internetwork Expert (CCIE) Enterprise Infrastructure
• Cisco Certified Network Professional (CCNP) Enterprise
• Cisco Certified Specialist – SD-WAN
• Juniper Networks Certified Professional/Expert (JNCIP/JNCIE)
• VMware SD-WAN (VeloCloud) Certification
• Aruba EdgeConnect SD-WAN Certification
• Certified Information Systems Security Professional (CISSP)
• Certified Information Security Manager (CISM)
• Cisco Certified CyberOps Professional
• Palo Alto Networks Certified Network Security Engineer (PCNSE)
• GIAC Security Certifications (preferred)
• CompTIA Security+ (minimum baseline preferred)

Qualifications

• Bachelor’s degree (BS/BA) desired.
• 7+ years of related experience.
• Certification is required in some areas.

Pay

Individual starting salary within the range of $143,800.00 - $215,800.00 USD Annual may depend on geography, experience, expertise, and education/training.

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Schedule

• Weekly Hours: 40
• Time Type: Regular