Lead Escalation Engineer

  • Location:
    Pittsburgh, Pennsylvania, US
  • Additional Location(s)
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

You’ll help us resolved the most difficult and most visible customer problems with Cisco Web and Email security products. Specifically, you’ll be doing the following.


Troubleshooting and diagnosing software problems.

Setting priorities for customer-reported bugs, and ensuring they get fixed.

Driving the resolution of executive-level escalations.

Providing feedback to the rest of the organization to improve the product and the customer experience.


Who You’ll Work With 

Our worldwide team works with the highest tier for Cisco Technical Support, as well as with product management and the rest of the Security Technology Group Engineering team focusing on the Web and Email Security products. You will also work directly with customers, account and advanced services teams to resolve particularly difficult issues.


Who You Are 

You have experience working with email and web protocols, especially troubleshooting functionality difficulties. You have extensive general networking skills, with deep knowledge of and experience with networking protocols at all levels of the protocol stack, covering architecture, design, implementation, expansion, and troubleshooting of enterprise-level secure networks. You are comfortable working with others to diagnose difficult networking situations over the phone and using various Cisco collaboration technologies.


These are the minimum requirements for this position:


Strong knowledge of HTTP and HTTP proxy/caching technology or enterprise email solutions. Highly technical knowledge of network architecture and troubleshooting. At least 10 years of solid technical experience in a production environment. Experience with advanced software debugging (e.g. gdb, truss/ktrace, tcpdump, etc.). Understanding of software development and best practices, including code review and troubleshooting.


In addition, the following skills are desired: Experience in a broad spectrum of programming languages from machine-level (some assembly) to OO-based languages (Python/Java/C++), and everything in between (C/shell/Perl). Operating experience with FreeBSD or Linux. Strong level of understanding of Internet protocols (SMTP, HTTP, DNS, FTP, LDAP, SSH, TLS). Experience with socket-level programming and debugging.


Why Cisco 

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.


We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple-haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.


We Are Cisco.