Cisco

Senior Escalation Engineer, Hypershield (remote)

Cisco$160K — $214K *
US-Anywhere
+ 51 other locationsRemote
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 8 years of experience or Master's degree with 6 years, or equivalent industry experience
  • Experience with enterprise customer support in a commercial context
  • Proficient in operating and troubleshooting Cisco Nexus/NX-OS in production; similar experience with other major vendors accepted
  • Knowledge of diagnosing failures in layered data center architectures including switching, services, and control-plane domains
  • Experience with Linux operations and familiarity with containers, Kubernetes, or Virtual Machines (VMs)

Responsibilities

  • Own Hypershield cases from Cisco TAC to resolution, engaging customers as needed
  • Diagnose complex production failures using the Hypershield manage surface and Kubernetes controller
  • Localize faults across multiple architecture layers: switching, security services, and control plane
  • Develop an in-depth understanding of customer architecture and diagnose production failures in unfamiliar setups
  • Reproduce customer failures, work with engineering to implement fixes, and communicate solutions directly back to customers
  • Translate individual case insights into systemic improvements like runbooks and diagnostics
  • Contribute to the team's understanding of customer health by developing new monitoring tools and reliability practices

Benefits

  • Comprehensive health and wellness plans
  • Opportunities for continuous learning and professional growth
  • Flexible work environment
  • Collaborative team culture focusing on innovation
  • Access to cutting-edge technology and tools
Full Job Description
The application window is expected to close on: 10/04/2026

Your Impact

The ideal candidate combines deep networking expertise with strong troubleshooting skills, customer-facing experience, and a passion for improving reliability across complex product environments.

  • 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


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)


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)

About Cisco

Cisco Careers

Join the vibrant team at Cisco, a global leader in networking and cybersecurity solutions, where innovation and leadership thrive. Cisco offers a plethora of job opportunities that cater to a range of skills and experiences, making it an ideal place for both seasoned professionals and those seeking an internship to jumpstart their career. Work You’ll Do At Cisco, you’ll be part of a culture that values diversity, leadership, and professional growth. Engage in work that matters with a team that combines technology, creativity, and the power of human connection to redefine networking. Cisco’s commitment to innovation isn’t just about technology, but also about transforming the way we work and collaborate. Cisco’s employment philosophy supports career advancement and nurtures a leadership pipeline that is equipped with diversity training and opportunities for growth. Whether you’re applying your skills to drive our latest innovations or using our vast networking capabilities to solve complex problems, at Cisco, every role is impactful. Join Our Dynamic Team Explore job opportunities in areas ranging from engineering to marketing, sales to cybersecurity. Cisco is hiring individuals who are passionate, curious, and ready to drive change. Positions at Cisco offer competitive benefits, a supportive culture, and the chance to work with cutting-edge technology. Internship Programs Kickstart your career with a Cisco internship. Gain invaluable industry experience, enhance your resume, and build professional networks that last a lifetime. Our internships provide hands-on experience and the chance to work on projects that matter. Leadership and Development Cisco is committed to fostering leadership skills and providing employees with the training needed to succeed. Our leadership programs help you develop new skills, manage teams effectively, and lead with confidence. Cisco’s commitment to professional development ensures that your career path is as dynamic as our technologies. Benefits and Culture Cisco understands the importance of a balanced life. Our benefits package is designed to ensure that our team members are healthy, happy, and secure. At Cisco, you’ll find a supportive culture that encourages open communication, teamwork, and mutual respect. Stay Connected Join Cisco’s Talent Network Stay informed about new positions that match your skills and interests. At Cisco, we value the curiosity and unique perspectives of our team members. Subscribe to receive personalized job alerts and insider tips directly from our hiring managers. Explore Cisco Jobs Ready to advance your career at Cisco? Search open positions, prepare your resume, and get ready for an interview that could lead to your next big opportunity. At Cisco, we’re not just filling positions—we’re investing in leaders. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Cisco.
Learn more about Cisco
Size
79,500 employees
Market Cap
$194.5 billion
Industry
Net Income
$10.1 billion
Founded
2014
5 Year Trend
+1.4%
Revenue
$48 billion
NASDAQ

Similar Jobs

More Jobs at Cisco

More Information Technology Jobs

Find similar Senior Escalation Engineer, Hypershield (remote) jobs: