Customer Reliability Engineer, Hypershield (remote)

Customer Reliability EngineerIsovalent, 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.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 requiresDiagnose complex production failures through the Hypershield surface: the N9300 Smart Switch fabric and the on-premises Kubernetes controller that manages its security policyLocalize faults across the layered architecture: switching and forwarding, security services and enforcement, and the control planeDevelop a deep understanding of each customer's architecture and configuration, and diagnose failures in unfamiliar production environmentsReproduce customer failures, partner with engineering to drive fixes, and own the fix back to the customerConvert individual cases into systemic improvements: runbooks, diagnostics, knowledge-base content, and product feedback to engineeringHelp build the team's proactive view of customer health, developing new monitoring, tooling, and reliability practices as the installed base growsMinimum QualificationsBachelor's + 8 years of experience, Master's + 6 years, or equivalent industry experienceExperience supporting enterprise customers in an escalation capacity, including diagnosing and resolving complex production incidents under SLA pressure in unfamiliar environmentsExperience operating and troubleshooting Cisco Nexus / NX-OS in production; equivalent depth on another major vendor acceptedPrior experience to localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, and control-plane domainsLinux operations experience at the command line, including production troubleshooting, with working exposure to containers or KubernetesPreferred QualificationsDirect experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)Working knowledge of enterprise virtualization, sufficient to troubleshoot a VM-based appliance deployment; vSphere is the current deployment targetOperational 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 operatorsWorking knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabricNetwork segmentation and firewall policy design (zone-based or microsegmentation), and the tradeoffs vs. traditional NGFWsFamiliarity with the NetOps/NetSecOps operating split in data-center securityExperience driving diagnosis and remediation through a customer's own team, working incidents in environments with no direct access where the customer accomplishes the stepsExperience with NX-OS automation and APIs (NX-API, NETCONF/RESTCONF, gNMI, or Ansible); familiarity with Cisco Nexus Dashboard a plusDemonstrated ability to communicate incident status, root cause, and remediation clearly to both technical and executive audiences, verbally and in writingCCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)