Customer Reliability Engineer, Hypershield (remote)

July 14, 2026 Auto Import

<div>The application window is expected to close on: 07/31/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received. Your Impact The ideal candidate combines deep networking expertise with strong troubleshooting skills, customer-facing experience, and a passion for improving reliability across complex product environments. <ul><li>Own Hypershield cases escalated from Cisco TAC through to resolution, engaging customers directly as the incident requires</li></ul> <ul><li>Diagnose complex production failures through the Hypershield surface: the N9300 Smart Switch fabric and the on-premises Kubernetes controller that manages its security policy</li></ul> <ul><li>Localize faults across the layered architecture: switching and forwarding, security services and enforcement, and the control plane</li></ul> <ul><li>Develop a deep understanding of each customer's architecture and configuration, and diagnose failures in unfamiliar production environments</li></ul> <ul><li>Reproduce customer failures, partner with engineering to drive fixes, and own the fix back to the customer</li></ul> <ul><li>Convert individual cases into systemic improvements: runbooks, diagnostics, knowledge-base content, and product feedback to engineering</li></ul> <ul><li>Help build the team's proactive view of customer health, developing new monitoring, tooling, and reliability practices as the installed base grows</li></ul> Minimum Qualifications <ul><li>Bachelor's + 8 years of experience, Master's + 6 years, or equivalent industry experience</li></ul> <ul><li>Experience supporting enterprise customers in an escalation capacity, including diagnosing and resolving complex production incidents under SLA pressure in unfamiliar environments</li></ul> <ul><li>Experience operating and troubleshooting Cisco Nexus / NX-OS in production; equivalent depth on another major vendor accepted</li></ul> <ul><li>Prior experience to localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, and control-plane domains</li></ul> <ul><li>Linux operations experience at the command line, including production troubleshooting, with working exposure to containers or Kubernetes</li></ul> Preferred Qualifications <ul><li>Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)</li></ul> <ul><li>Working knowledge of enterprise virtualization, sufficient to troubleshoot a VM-based appliance deployment; vSphere is the current deployment target</li></ul> <ul><li>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</li></ul> <ul><li>Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric</li></ul> <ul><li>Network segmentation and firewall policy design (zone-based or microsegmentation), and the tradeoffs vs. traditional NGFWs</li></ul> <ul><li>Familiarity with the NetOps/NetSecOps operating split in data-center security</li></ul> <ul><li>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</li></ul> <ul><li>Experience with NX-OS automation and APIs (NX-API, NETCONF/RESTCONF, gNMI, or Ansible); familiarity with Cisco Nexus Dashboard a plus</li></ul> <ul><li>Demonstrated ability to communicate incident status, root cause, and remediation clearly to both technical and executive audiences, verbally and in writing</li></ul> <ul><li>CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)</li></ul></div>

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