Senior Escalation Engineer, Hypershield

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $160.8k - $214.1k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

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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 Cisco Hypershield cases raised 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 and partner with engineering to drive fixes • Own fixes through delivery back to customers • Convert cases into runbooks, diagnostics, knowledge-base content, and product feedback • Develop customer-health monitoring, tooling, and reliability practices as the installed base grows

🎯 Requirements

• Bachelor's + 8 years of experience, Master's + 6 years, or equivalent industry experience • Experience supporting enterprise customers in a commercial capacity • Experience operating and troubleshooting Cisco Nexus / NX-OS in production; equivalent depth on another major vendor accepted • Experience localizing failures across layered data-center architectures spanning switching/forwarding, services/enforcement, or control-plane domains • Linux operations experience, including exposure to containers, Kubernetes, or Virtual Machines (VMs) • Experience diagnosing and resolving complex production incidents • Ability to communicate status, root cause, and remediation to technical and executive audiences, verbally and in writing • Experience with network troubleshooting tools, packet capture, and flow-telemetry analysis (NetFlow/IPFIX) • Knowledge of enterprise virtualization and troubleshooting VM-based appliance deployments; vSphere is the current deployment target • Operational Kubernetes and Helm proficiency • Working knowledge of VXLAN EVPN fabrics • Experience with automation and APIs • 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 a Cisco matching contribution • Paid parental leave • Short- and long-term disability coverage • Basic life insurance • Cisco restricted stock unit grants may be available • 10 paid holidays per full calendar year • 1 floating holiday for non-exempt employees • 1 paid day off for employee’s birthday • Paid year-end holiday shutdown • 4 paid days off for personal wellness • 16 days of paid vacation for non-exempt full-time employees • Flexible vacation time off program for exempt employees • 80 hours of sick time off provided on hire date and each January 1st thereafter • 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 year • Annual bonuses for non-sales roles • Performance-based incentive pay for sales-plan employees