Customer Reliability Engineer, Hypershield (remote)

Meet the Team 

Isovalent, now part of Cisco, was founded by the creators of Cilium and eBPF, and builds open-source software and enterprise solutions for the networking, security, and observability needs of modern infrastructure. 

The Customer Reliability Engineering team is the deep technical escalation tier for Cisco Hypershield on the Cisco Nexus N9300 Series Smart Switches. The team owns the hardest break/fix and reliability cases escalated by Cisco TAC, applying Site Reliability Engineering practices across the full stack: the data-center fabric and the on-premises Kubernetes controller that manages the security policy enforced on it. The work demands methodical diagnosis, composure under incident pressure, and the ability to operate at the seam between customer environments and engineering. 

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.

• 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 

Minimum Qualifications 

• 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 

Preferred Qualifications 

• Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX) 

• Working knowledge of enterprise virtualiz