Sutherland Global - Senior Technical Support Engineer/SONIC Specialist (7-10 yrs)

We are looking for an experienced Senior Technical Support Engineer specializing in SONiC (Software for Open Networking in the Cloud).

The role involves providing high-level technical support and expertise in network architectures and protocols for enterprise data centers, web-scale content providers, and cloud-hosting networks.

A strong understanding of AI infrastructure networks (including RDMA) and software components like SAI, BSP, and SDK is critical.

This position will collaborate with Technical Assistance Center (TAC) engineers and Cisco engineering teams to handle complex escalations and ensure top-tier support delivery.

Key Responsibilities :

- Provide escalation and triage support for technical issues related to SONiC in enterprise and cloud environments.

- Collaborate with TAC engineers to troubleshoot and resolve complex network issues.

- Work closely with Cisco engineering teams to identify and address bugs, enhancements, and other software/hardware concerns.

- Develop and maintain in-depth knowledge of SONiC architecture, configuration, and operational management.

- Offer expertise on network protocols such as BGP, OSPF, EVPN, VXLAN, and MPLS.

- Understand and support AI infrastructure networks, including RDMA (Remote Direct Memory Access).

- Work with software infrastructure components, including SAI (Switch Abstraction Interface), BSP (Board Support Package), and SDKs (Software Development Kits).

- Create and maintain detailed technical documentation and troubleshooting guides.

- Deliver technical training and mentorship to TAC engineers and other support staff.

- Monitor and analyze support trends to identify proactive solutions and improvements.

Qualifications & Skills Required :

Technical Expertise :

- Extensive experience with SONiC and its deployment in enterprise and cloud-scale networks.

Deep understanding of networking protocols, such as :

- BGP, OSPF

- VXLAN, EVPN

- MPLS, and other data center network standards

- Experience in AI networking infrastructures, including RDMA technologies.

- Hands-on knowledge of SAI, BSP, and SDKs.

Professional Experience :

- 7+ years of technical support or engineering experience in enterprise data centers, cloud-hosting networks, or large-scale web environments.

- Proven track record of working on network infrastructure, troubleshooting, and escalation management.

Skills & Attributes :

- Strong problem-solving and analytical skills.

- Excellent verbal and written communication skills for technical discussions and documentation.

- Collaborative mindset with the ability to work effectively with cross-functional teams.

- Ability to mentor and train less experienced engineers.

Educational Background :

- Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).

- Industry certifications such as CCNP, CCIE, or equivalent certifications in networking and data center technologies are highly desirable.