Senior Escalation Engineer, Hypershield (remote)

The application window is expected to close on: 10/04/2026 Meet the Team   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.

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 trou bleshooti ng 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)     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