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

Preferred 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

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.