Senior Escalation/DevOPS Engineer (Technical Leader)

  • Location:
    San Jose, California, US
  • Additional Location(s)
    BXB, Atlanta
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

Are you interested in the cloud business and enabling Cisco Cable Access capabilities over cloud native instances? Here is an opportunity for you is to be part of the evolution of Cable Access Products and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers; support customers using a service as well as on-premises products, and to work in collaboration with multiple Cisco teams - Cross functional teams (Engineering, Marketing, Documentation, Release Ops), Technical Assistance Center (TAC).

Customer obsession and growth mindset are key characteristics required for candidates applying for this role. If you love talking to and learning from customers, and are excited about working with brilliant technical minds, and motivating and rewarding people, we want to talk to you. We are looking for an intellectually curious, customer-obsessed Support Escalation Engineer. If this describes you, read on…


Responsibilities Include

The Senior Support Escalation Engineer sits inside the Biz Unit Engineering team. Is responsible for support delivery, working with customers to resolve, complex technical customer issues on the Cable product portfolio.

The Senior Support Escalation Engineer is a critical role in the implementation of Cable platform capabilities which includes working with the Engineering Group and PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Technical Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific support teams for customer incident resolution when required.


Required Experience:


Soft Skills

  • Leadership - handle technically challenging and politically sensitive customer situations
  • Strong communications skills – Excellent spoken and written English communication skills
  • Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; involve right resources, manage Customer sentiments & prioritize actions based on current situation, communicate next steps and status; and inspire confidence
  • Work closely with Customers, TAC engineers and Engineering in resolving complex escalated Cable product issues in a timely fashion
  • Establish relationships with customers and provide updates to them periodically on their issues; Release, Solution and Mitigation recommendations to customer and field facing teams
  • Work with product management team to enhance the Cable portfolio of products
  • Must be a motivated self-starter capable of identifying gaps in problem coverage and driving these to resolution with appropriate teams
  • Strong attention to detail and desire to not only solve problems but work proactively to ensure they don’t resurface
  • Cross-team collaboration; Logical and Critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing
  • Strong English Language skills
  • Spanish and / or Portuguese Language skills a plus

Technical Skills

  • 10+ years of working knowledge of IP networking products and solutions
  • Cloud Experience Strongly Preferred
  • Good understanding of Cable technologies – CMTS, DOCSIS, Remote PHY, HFC, Video
  • Excellent troubleshooting skills in network programming and distributed access architectures
  • Good understanding of server and network virtualization technologies
  • Good understanding of DevOPS processes and toolsets both for internal (engineering) and external (Customer) workflows
  • Familiarity with open source technologies like Cassandra, Kubernetes, Docker/Container, Kafka, CI/CD pipeline, Jenkins
  • Prior experience working with Agile SW Development methodologies

Desired Skills

·     Understanding of advanced analytics in the Machine Learning, Deep Learning/AI realm

·     Familiarity with Telemetry, Advanced analytics methods used in Cloud environments


  • Available to work critical cases as needed on a 24x7 basis or through an on-call model.
  • Occasional domestic and international travel


  • Master’s degree with 8+ years or Bachelors with 10+ years of experience in Computer Engineering, Computer Science or related major

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