Software Escalation Engineer - L3 (4-8y)

What You'll Do

You will support Cisco Intersight/UCS products, a next-generation cloud-based management platform for UCS and non-UCS systems. Cisco UCS unifies physical and virtual computing environments, simplifying enterprise data center management through server, network, and storage acceleration, integration, and virtualization.

Who You'll Work With

Join a global team of engineers handling high-profile customer escalations, working with Cisco TAC (CX), Sales, Account Teams, end customers, Development Engineering (DE), QA, and Manufacturing to diagnose and resolve systemic issues.

Who You Are

• Self-motivated and able to manage customer issues across multiple time zones.
• Collaborate with Cisco TAC/CX to troubleshoot and diagnose problems.
• Recreate and debug issues in the lab with support, development, and QA.
• Drive solutions for customer-reported defects with DE, QA, and Manufacturing.
• Develop scripts and use product APIs to detect issues and generate reports.
• Participate in QA test plan reviews for new releases.
• Advocate for customers and product quality within development and product management.
• Interface with Sales, Account teams, and customers as needed.
  
  

Minimum Qualifications

• 6+ years of experience in software engineering, SQA, or escalation support.
• Experience with HW/SW development in x86/AMD servers or networking/storage gear.
• 3+ years of scripting and programming experience.
• Strong problem-solving skills in high-pressure situations.
• Technical knowledge of public/private cloud, VMware, Linux, or Windows.
• Preferred experience with Containers, Kubernetes, Ansible, REST APIs.
• Experience with x86/AMD hardware/software.
  
  

Desired Skills

• Experience with public/private cloud technologies.
• Knowledge of API scripting, programming, and SQA test frameworks.
• Familiarity with Cisco UCS, HX, Nexus, MDS, or HCI products like VMware/Nutanix.
• Experience with HP, IBM, or Dell rack/blade systems and networking/storage gear.
• Prior escalation engineering experience on server platforms or networking gear.
• Troubleshooting experience with data center networking switches and storage devices.
  
  

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!