Senior Escalation Engineer, Hypershield

Cisco

. Own Hypershield cases raised from Cisco TAC through resolution, engaging customers directly as required .

Posted 9/17/2026full-timeRemote • Alabama • United StatesSenior💰 $160,800 - $214,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving complex production failures within Cisco Nexus environments, with a strong focus on Kubernetes operations and customer engagement. Proficient in developing monitoring tools and runbooks to enhance customer health and operational efficiency.

Highest-signal resume keywords

Cisco Nexus / NX-OS TroubleshootingKubernetes OperationsPacket Capture and Flow-Telemetry AnalysisAutomation and APIsCCNP Data Center Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complex Incident DiagnosisSwitching/Forwarding Failure LocalizationLinux OperationsVM TroubleshootingVXLAN EVPN Fabric Knowledge

Soft Skills

Effective CommunicationCustomer Engagement

Tools & Technologies

KubernetesHelmVSphereNetFlowIPFIX

Certifications & Qualifications

CCNP Data CenterCCNP EnterpriseDevNet ProfessionalCCIE Data CenterCCIE EnterpriseDevNet Expert

Industry Keywords

Data-Center ArchitectureEnterprise VirtualizationProduction Environment SupportOperational Reliability PracticesCustomer Health Monitoring

Tech Stack

Tools & technologies

KubernetesLinuxSwitching

About the role

Key responsibilities & impact

Own Hypershield cases raised from Cisco TAC through resolution, engaging customers directly as required
Diagnose complex production failures across the N9300 Smart Switch fabric and the on-premises Kubernetes controller
Localize faults across switching/forwarding, security services/enforcement, and control-plane layers
Develop deep understanding of customer architectures and configurations
Reproduce customer failures and partner with engineering to drive fixes
Own fixes through delivery back to customers
Convert individual cases into runbooks, diagnostics, knowledge-base content, and product feedback
Develop monitoring, tooling, and reliability practices to improve customer health as the installed base grows

Requirements

What you’ll need

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
Experience localizing failures across switching/forwarding, services/enforcement, or control-plane domains in a layered data-center architecture
Linux operations experience, including exposure to containers, Kubernetes, or Virtual Machines (VMs)
Experience diagnosing and resolving complex production incidents
Ability to communicate status, root cause, and remediation to technical and executive audiences
Experience with packet capture and flow-telemetry analysis (NetFlow/IPFIX)
Knowledge of enterprise virtualization and troubleshooting VM-based appliance deployments; vSphere is the current deployment target
Operational Kubernetes and Helm proficiency
Working knowledge of VXLAN EVPN fabrics
Experience with automation and APIs
CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert is a plus

Benefits

Comp & perks

Medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short- and long-term disability coverage
Basic life insurance
Cisco restricted stock unit grants may be available
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
Paid birthday off
Paid year-end holiday shutdown
4 paid personal wellness days
16 days of paid vacation for non-exempt employees
Flexible vacation time off program for exempt employees
80 hours of sick time provided on hire date and each January 1st
Up to 80 hours of unused sick time carried forward
Additional paid time away for critical or emergency family issues
Optional 10 paid volunteer days per full calendar year
Annual bonuses for non-sales roles, subject to Cisco’s policies
Incentive compensation for sales roles, subject to the applicable Cisco plan