Senior Escalation Engineer, Hypershield

Cisco

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

Posted 9/18/2026full-timeRemote • California • 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, utilizing strong communication skills to convey technical information to diverse audiences. Proficient in Kubernetes operations, automation, and network troubleshooting, with a focus on enhancing customer reliability and satisfaction.

Highest-signal resume keywords

Cisco Nexus / NX-OS TroubleshootingKubernetes OperationsNetwork Troubleshooting ToolsAutomation and APIsCCNP Data Center

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complex Production Incident ResolutionFailure LocalizationLinux OperationsVM TroubleshootingVXLAN EVPN FabricsPacket CaptureFlow-Telemetry AnalysisHelm ProficiencyCustomer Health MonitoringRunbook Development

Soft Skills

Effective CommunicationCustomer EngagementProblem-Solving

Tools & Technologies

KubernetesVSphereCisco HypershieldNetFlowIPFIX

Certifications & Qualifications

CCNP Data CenterCCNP EnterpriseDevNet ProfessionalCCIE Data CenterCCIE EnterpriseDevNet Expert

Industry Keywords

Data-Center ArchitectureEnterprise VirtualizationProduction EnvironmentsTechnical SupportCommercial Capacity

Tech Stack

Tools & technologies

KubernetesLinuxSwitching

About the role

Key responsibilities & impact

Own Cisco Hypershield cases raised from Cisco TAC through resolution, engaging customers directly as needed
Diagnose complex production failures across the N9300 Smart Switch fabric and on-premises Kubernetes controller
Localize faults across switching and forwarding, security services and enforcement, and control-plane layers
Understand customer architectures and configurations to diagnose failures in unfamiliar production environments
Reproduce customer failures and partner with engineering to drive fixes
Own fixes through delivery back to customers
Convert cases into runbooks, diagnostics, knowledge-base content, and product feedback
Develop customer-health monitoring, tooling, and reliability practices 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 layered data-center architectures spanning switching/forwarding, services/enforcement, or control-plane domains
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, verbally and in writing
Experience with network troubleshooting tools, 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
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation for non-exempt full-time employees
Flexible vacation time off program for exempt employees
80 hours of sick time off provided on hire date and each January 1st thereafter
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 year
Annual bonuses for non-sales roles
Performance-based incentive pay for sales-plan employees