Senior Escalation Engineer, Hypershield

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Take ownership of Hypershield cases initiated from Cisco TAC until resolution, directly engaging with customers as necessary.

• Analyze complex production failures within the N9300 Smart Switch fabric and the on-premises Kubernetes controller.

• Identify faults across switching/forwarding, security services/enforcement, and control-plane layers.

• Cultivate a profound understanding of customer architectures and configurations.

• Replicate customer failures and collaborate with engineering to facilitate resolutions.

• Manage the delivery of fixes back to customers.

• Transform individual cases into runbooks, diagnostic materials, knowledge-base content, and product feedback.

• Create monitoring tools and reliability practices to enhance customer health as the installed base expands.

⛳️ Requirements

• Bachelor's degree with 8 years of experience, Master's degree with 6 years, or equivalent industry experience.

• Proven experience in supporting enterprise customers in a commercial setting.

• Experience in operating and troubleshooting Cisco Nexus / NX-OS in production; equivalent expertise with another major vendor is acceptable.

• Skilled in localizing failures across switching/forwarding, services/enforcement, or control-plane domains within a layered data-center architecture.

• Familiar with Linux operations, including exposure to containers, Kubernetes, or Virtual Machines (VMs).

• Experienced in diagnosing and resolving complex production incidents.

• Capable of communicating status, root cause, and remediation to both technical and executive audiences.

• Proficient in packet capture and flow-telemetry analysis (NetFlow/IPFIX).

• Knowledgeable in enterprise virtualization and troubleshooting VM-based appliance deployments; vSphere is the current deployment target.

• Operational proficiency in Kubernetes and Helm.

• Basic understanding of VXLAN EVPN fabrics.

• Experience with automation and APIs.

• Possession of CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert certifications 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.

• Paid day off for birthdays.

• Paid year-end holiday shutdown.

• 4 paid personal wellness days.

• 16 days of paid vacation for non-exempt employees.

• Flexible vacation time off program for exempt employees.

• 80 hours of sick time provided on the hire date and each January 1st.

• Up to 80 hours of unused sick time can be carried forward.

• Additional paid time off for critical or emergency family matters.

• Optional 10 paid volunteer days per full calendar year.

• Annual bonuses for non-sales roles, subject to Cisco’s policies.

• Incentive compensation for sales roles, in accordance with the applicable Cisco plan.