Customer Reliability Engineer, Hypershield (remote)

Cisco•San Jose, CA

10d•$160,800 - $214,100•Remote

About The Position

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. The work demands methodical diagnosis, composure under incident pressure, and the ability to operate at the seam between customer environments and engineering.

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

Nice To Haves

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
Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric
Network segmentation and firewall policy design (zone-based or microsegmentation), and the tradeoffs vs. traditional NGFWs
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
Experience with NX-OS automation and APIs (NX-API, NETCONF/RESTCONF, gNMI, or Ansible); familiarity with Cisco Nexus Dashboard a plus
Demonstrated ability to communicate incident status, root cause, and remediation clearly to both technical and executive audiences, verbally and in writing
CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)

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