Software Escalation Engineer - L3

You will support Cisco Intersight/UCS products, a next-generation cloud-based management platform for UCS/HX and non-UCS systems.

Cisco's Unified Computing System (UCS) unifies physical and virtual compute environments. We simplify enterprise data center management by advancing server, network, and storage acceleration, integration, and virtualization. The Cisco UCS product line is among the fastest-growing compute server businesses in the world.

Who You'll Work With

Join a global team of engineers handling high-profile customer escalations within the development/engineering organization. You will work in a dynamic environment, diagnosing and resolving systemic issues faced by key customers. You will collaborate with Cisco TAC (CX), Sales, Account Teams, end customers, Development Engineering (DE), QA, and Manufacturing.

Who You Are

• Self-motivated and able to manage customer issues across multiple time zones.
• Collaborate with Cisco TAC/CX to troubleshoot and diagnose problems.
• Recreate and debug issues in the lab with support, development, and QA.
• Drive solutions for customer-reported defects with DE, QA, and Manufacturing teams.
• Develop scripts and use product APIs to detect issues and generate reports.
• Participate in QA test plan reviews for new releases.
• Advocate for customers and product quality within development and product management.
• Interface with Sales, Account teams, and customers as needed.

Minimum Qualifications

• 3-5 years of experience as a software engineer, SQA engineer, support, or escalation engineer.
• Experience in HW/SW development environments of x86/AMD servers or networking/storage gear.
• 3+ years of scripting and programming experience.
• Strong problem-solving skills under high-pressure situations.
• Technical knowledge of public/private cloud, VMware, Linux, or Windows.
• Preferred experience with Containers, Kubernetes, Ansible, REST APIs.
• Experience with x86/AMD hardware/software.

Desired Skills

• Experience with public/private cloud technologies.
• Knowledge of API scripting, programming, and SQA test frameworks.
• Familiarity with Cisco UCS, HX, Nexus, MDS, or HCI products like VMware/Nutanix.
• Experience with HP, IBM, or Dell rack/blade systems and networking/storage gear.
• Prior escalation engineering experience on server platforms or networking gear.
• Troubleshooting experience with data center networking switches and storage devices.