Customer Reliability Engineer, Hypershield (remote)
About the role
The Customer Reliability Engineering team is the deep technical escalation tier for Cisco Hypershield on the Cisco Nexus N9300 Series Smart Switches. The team owns the hardest break/fix and reliability cases escalated 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.
Responsibilities
- Own Hypershield cases escalated from Cisco TAC through to resolution, engaging customers directly as the incident requires
- Diagnose complex production failures through the Hypershield surface: the N9300 Smart Switch fabric and the on-premises Kubernetes controller that manages its security policy
- Localize faults across the layered architecture: switching and forwarding, 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-base content, and product feedback to engineering
- Help build the team's proactive view of customer health, developing new 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 an escalation capacity, including diagnosing and resolving complex production incidents under SLA pressure in unfamiliar environments
- Experience operating and troubleshooting Cisco Nexus / NX-OS in production; equivalent depth on another major vendor accepted
- Prior experience to localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, and control-plane domains
- Linux operations experience at the command line, including production troubleshooting, with working exposure to containers or Kubernetes
Qualifications
- Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)
- Working knowledge of enterprise virtualization, sufficient to troubleshoot a VM-based appliance deployment; vSphere is the current deployment target
- Operational Kubernetes and Helm proficiency, including diagnosing failures beyond the workload level: TLS certificates and service-account authentication, API-server connectivity, service exposure, persistent storage for stateful workloads, and custom resources and operators
- Familiarity with the NetOps/NetSecOps operating split in data-center security
- Experience driving diagnosis and remediation through a customer's own team, working incidents in environments with no direct access where the customer accomplishes the steps
- Demonstrated ability to communicate incident status, root cause, and remediation clearly to both technical and executive audiences, verbally and in writing
Skills
- Deep networking expertise
- Strong troubleshooting skills
- Customer-facing experience
- Passion for improving reliability across complex product environments
Benefits
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.
Pay
The starting salary range posted for this position is $158,200.00 to $200,700.00 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.
Schedule
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.