Note: The job is a remote job and is open to candidates in USA. Cisco is a leading technology company focused on revolutionizing data and infrastructure connectivity. They are seeking a Customer Reliability Engineer to manage complex technical escalations and improve the reliability of their Hypershield product across diverse customer environments.
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
Skills
- 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
- 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)
Benefits
- Medical, dental and vision insurance
- A 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short and long-term disability coverage
- Basic life insurance
- Grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
- 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
- Annual bonuses subject to Cisco’s policies
- Performance-based incentive pay on top of their base salary for employees on sales plans
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