SDWAN Service Assurance L2/3 Engineer

Overview

The Service Assurance L3 Engineer is the technical Subject Matter Expert (SME) responsible for handling complex, major, and recurring incidents across network, SD-WAN, and security platforms. The role drives deep technical troubleshooting, root cause analysis, and long-term service stability.

L3 engineers lead major incidents and collaborate with Engineering, vendors, and product teams to implement permanent fixes and service improvements.

Responsibilities

• Major Incident & Advanced Troubleshooting
• Lead major incident bridges and act as technical authority
• Perform deep-dive troubleshooting across:
• Cisco & Juniper routing/MPLS backbone
• VeloCloud SD-WAN control and data plane
• Palo Alto and Fortinet firewall policies and integrations
• Drive incidents to permanent resolution, not just restoration
  

Root Cause & Problem Management

• Produce detailed Root Cause Analysis (RCA)
• Identify recurring issues and systemic gaps
• Recommend and implement preventive and optimization actions
  
  

Engineering & Optimization Support

• Support network optimization, performance tuning, and capacity planning
• Enhance monitoring, alerting, and automation
• Define and maintain SOPs, runbooks, and best practices
  
  

Collaboration & Leadership

• Work closely with Engineering / Vendors / Carriers
• Mentor L1 and L2 engineers
• Support large-scale deployments, migrations, and SD-WAN transformations
  
  

Requirements

• Technical Skills & Requirements
• Expert-level knowledge of:
• Cisco & Juniper routing, MPLS, BGP, IGP, QoS
• VMware VeloCloud SD-WAN architecture
• Palo Alto & Fortinet NGFW
• Strong understanding of SASE, Zscaler, and cloud integrations - desirable
• Advanced troubleshooting across core, edge, and underlay networks
• Automation and scripting (Python, APIs, Ansible) - strong advantage
  

Professional Skills

• Strong leadership during high-impact outages
• Excellent customer and stakeholder communication
• Strong analytical, documentation, and presentation skills
• Ability to influence decisions across teams
  
  

Education & Certifications

• Bachelor's degree in Engineering / IT / ECE, or equivalent
• CCNP / JNCIP - mandatory
• PCNSE / NSE / VeloCloud / SD-WAN certifications - preferred
  
  

Work Schedule

• 24x7 shift operations, on-call support for major incidents