Customer Reliability Engineer, Hypershield (remote)

The application window is expected to close on: 08/14/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received .

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.

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

- Bachelor's + 8 years of experience, Master's + 6 years, or equivalent industry experience

- E xperience supporting enterprise customers in an escalation capacity, including diagnosi ng and res olving complex production incidents under SLA pressure in unfamiliar environments

- Experience operating and trou bleshooti ng Cisco Nexus / NX-OS in production; equivalent depth on another major vendor accepted

- P rior 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

- Direct 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 target

- 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

- Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric

- Network segmentation and firewall policy design (zone-based or microsegmentation ), and the tradeoffs vs. traditional NGFWs

- Familiarity with the NetOps/ NetSecOps operating split in data-center security

- 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

- Experience with NX-OS automation and APIs (NX-API, NETCONF/RESTCONF, gNMI , or Ansible); familiarity with Cisco Nexus Dashboard a plus

- Demonstrated ability to communicate incident status, root cause, and remediation clearly to both technical and executive audiences, verbally and in writing

- CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)

The starting salary range posted for this position is $160,800.00 to $214,100.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.