Senior Escalation Engineer, Hypershield (remote)
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, not invent or summarize away detail. Remove boilerplate like application window, etc? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "application window is expected to close on: 10/04/2026" is application instruction? It's a date; likely considered application instruction, so remove. Also "Meet the Team" maybe a heading? It's a section heading but not in allowed list; we could treat as About the role? The content after "Meet the Team" is description of team and role. That could go under About the role or Responsibilities. We need to decide sections.
We have content:
- About the team: Isovalent, now part of Cisco, founded by creators of Cilium and eBPF, builds open-source software... 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 raised by Cisco TAC, applying SRE practices across the full stack: the data-center fabric and the on-premises Kubernetes controller that manages the security policy enforced on it. The work demands methodical diagnosis, composure under incident pressure, and ability to operate at seam between customer environments and engineering.
- Your Impact: bullet list of responsibilities (own cases, diagnose, localize faults, develop understanding, reproduce failures, partner with engineering, own fix, convert cases into systemic improvements, help build team's view, developing monitoring, tooling, reliability practices).
- Minimum Qualifications: list.
- Preferred Qualifications: list.
- Why Cisco?: description about Cisco.
- Message to applicants applying to work in the U.S. and/or Canada: includes salary range, benefits, etc. This includes Pay and Benefits info. Also includes details about vacation, sick time, etc. So we can create Benefits section (maybe include medical, dental, vision, 401k, parental leave, disability, life insurance, stock units, paid time away details). Pay section: salary range.
- Also there is a note about full salary ranges for specific states (NYC Metro Area, Non-Metro New York State & Washington State). That is pay detail.
- Also mention about quota-based sales roles etc. That seems irrelevant to this role (non-sales). Might be boilerplate; but it's part of compensation details. Might keep? It's about sales plans; likely not relevant to this role (non-sales). Could be considered boilerplate; but it's part of the posting. The instruction: remove duplicated lines, but not necessarily remove all sales plan info if it's in the posting. However it's not specific to the role; but it's still substantive info about compensation. Might keep under Pay.
We need to avoid filler like "commensurate with experience". Not present.
We must not create sections with placeholder text. So we need to ensure each section has real content.
Potential sections:
- About the role (or About the team) - we can use About the role.
- Responsibilities (Your Impact)
- Requirements (Minimum Qualifications)
- Qualifications (Preferred Qualifications) maybe combine? But we have both Minimum and Preferred; we could have Requirements (Minimum) and Qualifications (Preferred). Or we could have Requirements covering both; but better to separate.
- Skills: maybe not separate; we could embed skills in qualifications.
- Benefits: from the benefits description.
- Pay: salary ranges.
- Schedule: not present; no info about schedule (like full-time, hours). Not present, so we should not create Schedule section.
Thus output sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Pay.
We must use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive info; not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs.
We must not repeat job title as heading. Not include Job ID etc.
We must remove boilerplate like application window, Meet the Team? Actually "Meet the Team" is a heading but we can treat its content as About the role. The heading itself we can change to About the role (allowed). So we drop the heading "Meet the Team". The content after it is about team and role; we keep.
We must remove duplicated lines. Not seeing duplicates.
We need to ensure we don't include the "Message to applicants applying to work in the U.S. and/or Canada:" heading; we can incorporate its content into Benefits and Pay sections.
We must not include application instructions like "The application window is expected to close on: 10/04/2026". Remove.
Now let's extract content.
**About the role** (from Meet the Team paragraph):
Isovalent, now part of Cisco, was founded by the creators of Cilium and eBPF, and builds open-source software and enterprise solutions for the networking, security, and observability needs of modern infrastructure. 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 raised 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. The work demands methodical diagnosis, composure under incident pressure, and the ability to operate at the seam between customer environments and engineering.
We can put that in a
.
**Responsibilities** (Your Impact bullet list):
- Own Hypershield cases raised 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 comprehensive view of customer health, developing new monitoring, tooling, and reliability practices as the installed base grows
We'll put each as
- inside
.
**Requirements** (Minimum Qualifications):
- 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
- Prior experience to localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, or control-plane domains
- Linux operations or operations experience including working exposure to containers, Kubernetes, or Virtual Machines (VMs)
We'll list as .
**Qualifications** (Preferred Qualifications):
- Experience supporting enterprise customers by diagnosing and resolving complex production incidents, with a demonstrated ability to clearly communicate status, root cause, and remediation to both technical and executive audiences, verbally and in writing
- Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)
- 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.
- Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric
- Experience with automation and APIs; familiarity with Cisco Nexus Dashboard a plus
- CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)
We'll list as .
**Benefits** (from Message to applicants...):
- 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.
- Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
- U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
- 10 paid holidays per full calendar year, plus 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 determined by Cisco
- Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
- For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
We need to keep all that. Could format as with each bullet as - . Some bullets have sub-bullets (like the paid time away list). We could nest
inside - for the paid time away details. That's acceptable.
**Pay** (salary ranges):
- The starting salary range posted for this position is $160,800.00 to $214,100.00 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.
- The full salary range for certain locations is listed below.
- For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
- U.S. employees are offered benefits... (already in Benefits)
- The applicable full salary ranges for this position, by specific state, are listed below:
- New York City Metro Area $160,800.00 - $253,200.00
- Non-Metro New York State & Washington State $142,900.00 - $246,200.00
- For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined. (maybe not relevant but it's in posting; we can keep as part of Pay.)
- Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements. (that's more about time off, maybe belongs to Benefits but it's about Illinois specific time off; could include in Benefits as a note.)
We should keep all substantive info. We'll put Pay section with
paragraphs and maybe a
for the specific state ranges.
We must not create Schedule section.
Now produce HTML fragment.
We need to ensure we don't include any
- for any list of duties/requirements/benefits. Use
for prose. We need to preserve all substantive info; not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs. We must not repeat job title as heading. Not include Job ID etc. We must remove boilerplate like application window, Meet the Team? Actually "Meet the Team" is a heading but we can treat its content as About the role. The heading itself we can change to About the role (allowed). So we drop the heading "Meet the Team". The content after it is about team and role; we keep. We must remove duplicated lines. Not seeing duplicates. We need to ensure we don't include the "Message to applicants applying to work in the U.S. and/or Canada:" heading; we can incorporate its content into Benefits and Pay sections. We must not include application instructions like "The application window is expected to close on: 10/04/2026". Remove. Now let's extract content. **About the role** (from Meet the Team paragraph): Isovalent, now part of Cisco, was founded by the creators of Cilium and eBPF, and builds open-source software and enterprise solutions for the networking, security, and observability needs of modern infrastructure. 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 raised 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. The work demands methodical diagnosis, composure under incident pressure, and the ability to operate at the seam between customer environments and engineering. We can put that in a
. **Responsibilities** (Your Impact bullet list): - Own Hypershield cases raised 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 comprehensive view of customer health, developing new monitoring, tooling, and reliability practices as the installed base grows We'll put each as
- inside
- .
**Requirements** (Minimum Qualifications):
- 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
- Prior experience to localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, or control-plane domains
- Linux operations or operations experience including working exposure to containers, Kubernetes, or Virtual Machines (VMs)
We'll list as
- . Some bullets have sub-bullets (like the paid time away list). We could nest
- inside
- for the paid time away details. That's acceptable.
**Pay** (salary ranges):
- The starting salary range posted for this position is $160,800.00 to $214,100.00 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.
- The full salary range for certain locations is listed below.
- For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
- U.S. employees are offered benefits... (already in Benefits)
- The applicable full salary ranges for this position, by specific state, are listed below:
- New York City Metro Area $160,800.00 - $253,200.00
- Non-Metro New York State & Washington State $142,900.00 - $246,200.00
- For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined. (maybe not relevant but it's in posting; we can keep as part of Pay.)
- Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements. (that's more about time off, maybe belongs to Benefits but it's about Illinois specific time off; could include in Benefits as a note.)
We should keep all substantive info. We'll put Pay section with
paragraphs and maybe a
- for the specific state ranges.
We must not create Schedule section.
Now produce HTML fragment.
We need to ensure we don't include any
- for the paid time away details. That's acceptable.
**Pay** (salary ranges):
- The starting salary range posted for this position is $160,800.00 to $214,100.00 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.
- The full salary range for certain locations is listed below.
- For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
- U.S. employees are offered benefits... (already in Benefits)
- The applicable full salary ranges for this position, by specific state, are listed below:
- New York City Metro Area $160,800.00 - $253,200.00
- Non-Metro New York State & Washington State $142,900.00 - $246,200.00
- For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined. (maybe not relevant but it's in posting; we can keep as part of Pay.)
- Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements. (that's more about time off, maybe belongs to Benefits but it's about Illinois specific time off; could include in Benefits as a note.)
We should keep all substantive info. We'll put Pay section with
- .
**Qualifications** (Preferred Qualifications):
- Experience supporting enterprise customers by diagnosing and resolving complex production incidents, with a demonstrated ability to clearly communicate status, root cause, and remediation to both technical and executive audiences, verbally and in writing
- Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)
- 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.
- Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric
- Experience with automation and APIs; familiarity with Cisco Nexus Dashboard a plus
- CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)
We'll list as
- .
**Benefits** (from Message to applicants...):
- 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.
- Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
- U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
- 10 paid holidays per full calendar year, plus 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 determined by Cisco
- Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
- 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
- For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
We need to keep all that. Could format as
- with each bullet as
- . Some bullets have sub-bullets (like the paid time away list). We could nest