Cloud Compute & Storage - Software Engineering Escalation Engineer

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
    Software Development, Testing
  • Job Id

What You'll Do

You will support Cisco UCS, Hyperflex, and Intersight products.

Cisco's Unified Computing System (UCS) has unified physical and virtual compute environments. We simplify the management of enterprise data centers by advancing integration, acceleration and virtualization of server, network, and storage. The Cisco UCS product line is the fastest growing compute server business in the world.

Cisco Hyperflex, which leverages Cisco UCS compute and management products, is a high growth HCI solution gaining market share each passing quarter.

Cisco Intersight is cloud based platform which manages UCS, Hyperflex, and 3rd party products. 


Who You'll Work With

Join the team of superstar engineers (across multiple time zones) that work within the Cloud & Compute development organization to support high profile customer escalations and drive solutions to their problems. 

You will be working in a highly dynamic environment and making a direct impact on the business as you work to diagnose and tackle systemic issues being experienced by key customers. 

You will collaborate with Cisco TAC (Customer Experience), Sales, and end customers while driving resolution and improvements within development engineering, hardware engineering, Quality Assurance, and manufacturing.


Who You Are

o    Interface with Cisco TAC/Customer Experience to troubleshoot and diagnose customer problems.

o    Work to recreate and debug problems in the lab working closely with support, development and QA.

o    Drive solutions to customer found defects within development engineering, QA and manufacturing.

o    Participate in QA test plan reviews for new product releases.

o    Be an advocate for customers and product quality within the development and product management organizations.

o    Interface with Sales, Account teams and customers 


Minimum Qualifications

o    Must have previous experience in support, QA or HW/SW development of x86 computers or HW/SW development of networking/storage gear to be considered for this position.

o    Troubleshooting and debugging data center networking switches & data center storage devices.

o    Technical knowledge about VMware products, Linux, or Windows operating systems

o    Ability and desire to calmly work with other people in stressful situations and limited timeframes to tackle challenges with technology, people, and process.

o    3+ years of professional experience as a software engineer, SQA engineer, support or escalation engineer.


Desired Skills

o    Experience working with or supporting Cisco UCS hardware and software

o    Experience working with Cisco HX or other HCI products from VMWare or Nutanix or other vendors

o    Experience working with or supporting Cisco Nexus, MDS products

o    Experience working with or supporting HP, IBM or Dell rack and blade systems or networking/storage gear

o    Experience with other Cisco networking products

o    Direct experience as an escalation engineer on a major server platform or networking gear a major plus

o    Fibre Channel storage networking experience

o    Experience with latest NIC/HBA technology


Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.