Senior Escalation Engineer, Hypershield (remote)
Cisco · Remote · San Jose, United States +2 · 10d ago
Meet the Team
Isovalent, now part of Cisco, was founded by the creators of Cilium andeBPF, and builds open-source software and enterprise solutions for the networking, security, and observability needs of modern infrastructure.
The Customer Reliability Engineering team is the deep technical escalation tier for CiscoHypershieldon the Cisco Nexus N9300 Series Smart Switches. The team owns the hardest break/fix and reliability cases raised by Cisco TAC, applying Site Reliability Engineering practices across the full stack: the data-center fabric and the on-premises Kubernetes controller that manages the security policy enforced on it. The work demands methodical diagnosis, composure under incident pressure, and the ability tooperateat the seam between customer environments and engineering.
Your Impact
The ideal candidate combines deep networking expertise with strong troubleshooting skills, customer-facing experience, and a passion for improving reliability across complex product environments.
Own Hypershieldcases raised from Cisco TAC through to resolution, engaging customers directly as the incident requires
Diagnose complex production failures through the Hypershieldsurface: the N9300 Smart Switch fabric and the on-premises Kubernetes controller that manages its security policy
Localize faults across the layered architecture: switching andforwarding, security services and enforcement, and the control plane
Develop a deep understanding of each customer's architecture and configuration, and diagnose failures in unfamiliar production environments
Reproduce customer failures, partner with engineering to drive fixes, and own the fix back to the customer
Convert individual cases into systemic improvements: runbooks, diagnostics, knowledge-basecontent, and product feedback to engineering
Help build the team's comprehensive view of customer health, developing new monitoring, tooling, and reliability practices as the installed base grows
Minimum Qualifications
Bachelor's + 8 years of experience, Master's + 6 years, or equivalent industry experience
Experience supporting enterprise customers in a commercial capacity
Experienceoperating and troubleshooting Cisco Nexus / NX-OS in production; equivalent depth on another major vendor accepted
Prior experienceto localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, or control-plane domains
Linux operations or operations experience including working exposure to containers, Kubernetes, or Virtual Machines (VMs)
Preferred Qualifications
Experience supporting enterprise customers by diagnosing and resolving complex production incidents, with a demonstrated ability to clearly communicate status, root cause, and remediation to both technical and executive audiences, verbally and in writing
Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)
Knowledge of enterprise virtualization, sufficient to troubleshoot a VM-based appliance deployment; vSphere is the current deployment target
Operational Kubernetes and Helmproficiency, including diagnosing failures beyond the workload level.
Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric
Experience with automation and APIs; familiarity with Cisco Nexus Dashboard a plus
CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)
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.
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.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $160,800.00 to $214,100.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and
Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$160,800.00 - $253,200.00Non-Metro New York state & Washington state:
$142,900.00 - $246,200.00* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.