Customer Reliability Engineer – Hypershield

Job not on LinkedIn

🕒 6 days ago

🏄 California – Remote

🏄 California – Remote

💵 $160.8k - $214.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⛑ DevOps & Site Reliability Engineer (SRE)

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• Own Hypershield cases escalated from Cisco TAC through resolution, engaging customers directly as needed • Diagnose complex production failures across the N9300 Smart Switch fabric and on-premises Kubernetes controller • Localize faults across switching and forwarding, security services and enforcement, and control-plane layers • Understand customer architectures and configurations to diagnose failures in unfamiliar production environments • Reproduce customer failures, partner with engineering on fixes, and own fixes back to customers • Turn individual cases into systemic improvements including runbooks, diagnostics, knowledge-base content, and engineering feedback • Develop proactive customer-health monitoring, tooling, and reliability practices as the installed base grows

🎯 Requirements

• Bachelor's degree plus 8 years of experience, Master's degree plus 6 years, or equivalent industry experience • Experience supporting enterprise customers in an escalation capacity • Experience diagnosing and resolving complex production incidents under SLA pressure in unfamiliar environments • Production experience operating and troubleshooting Cisco Nexus / NX-OS, or equivalent depth on another major vendor • Experience localizing failures across layered data-center architectures spanning switching/forwarding, services/enforcement, and control-plane domains • Linux command-line operations and production troubleshooting experience • Working exposure to containers or Kubernetes • Network troubleshooting using packet capture and flow-telemetry analysis such as NetFlow/IPFIX • Enterprise virtualization knowledge sufficient to troubleshoot VM-based appliance deployments; vSphere experience • Operational Kubernetes and Helm proficiency, including TLS certificates, service-account authentication, API-server connectivity, service exposure, persistent storage, custom resources, and operators • Working knowledge of VXLAN EVPN fabrics • Network segmentation and firewall policy design, including zone-based or microsegmentation approaches • Familiarity with NetOps/NetSecOps operating models • Experience driving diagnosis and remediation through customer teams in environments without direct access • Experience with NX-OS automation and APIs such as NX-API, NETCONF/RESTCONF, gNMI, or Ansible • Ability to communicate incident status, root cause, and remediation to technical and executive audiences • Cisco Nexus Dashboard familiarity is a plus • CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert is a plus

🏖️ Benefits

• Medical, dental and vision insurance • 401(k) plan with Cisco matching contribution • Paid parental leave • Short- and long-term disability coverage • Basic life insurance • Potential Cisco restricted stock unit grants • 10 paid holidays per full calendar year • 1 floating holiday for non-exempt employees • Paid birthday day off • Paid year-end holiday shutdown • 4 paid personal wellness days • 16 days of paid vacation per full calendar year for non-exempt employees • Flexible vacation time off with no defined limit for eligible exempt employees • 80 hours of sick time off provided on hire date and each January 1st • Up to 80 hours of unused sick time carried forward • Additional paid time away for critical or emergency family issues • Optional 10 paid volunteer days per full calendar year • Annual bonuses for non-sales roles