Senior Customer Reliability Engineer

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  • Location:
    Offsite, San Jose, California, US
  • Area of Interest
    Engineer - Software
  • Compensation Range
    155300 USD - 195700 USD
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1432950

This role will remain posted through March 31, 2025.  Ideal candidate will be San Jose, CA based.

Note: This job posting may close earlier if the position is filled or if a sufficient number of applications are received.



Isovalent, now part of Cisco, is the company founded by the creators of Cilium and eBPF. Cisco Isovalent builds open-source software and enterprise solutions solving networking, security, and observability needs for modern cloud native infrastructure. The flagship technology, Cilium, is the choice of numerous, industry-leading, global organizations.


Who you will work with:

The Customer Success team is composed of the Customer Reliability practice and the Solutions Architect practice. The goal of this community is to make Cisco Isovalent customers successful in their adoption journey of Cilium. This community drives deep customer engagement from initial architecture inception, through enablement and finally, into lowering operational anxiety as our customers head into production.


About this role:

As a Customer Reliability Engineer (CRE), you are the tip of the spear in interacting with our customers. Our CRE team adapts the standard processes of Site Reliability Engineering (SRE) and applies them to our customers. In this role, you will gain a deep understanding of our customers, their architecture into their various configurations. The main mission of this role is to ensure that our customers can continue running Cilium Enterprise, reliably, at scale. You will work with various stakeholders, internally and externally to provide premier support and issue resolution to various incidents and enhance our organization’s view into the health of our various customers. This role takes a proactive approach vs a reactive approach to customer reliability and you will use existing data to help us and our customers be aware of upcoming reliability risks.


What you’ll do:

  • Reduce our customers’ production operational anxiety to near zero
  • Collaborate with our solutions architects and engineering team to provide resolution to customer incidents
  • Develop knowledge base articles that would help our customers accelerate time to resolution of previously identified issues
  • Collaborate with our documentation team to promote any existing knowledge base articles to our official documentation site
  • Conduct production readiness reviews with customer success team members and customers as they prepare to go into production
  • Leverage data to assess any reliability impact on our customer base and provide critical communication to customers around Cilium Enterprise to maintain a high level of production reliability
  • Create new customer reproduction environments and when vital enhance existing or create new automation modules
  • Lead retrospective activities for high-severity customer incidents
  • Participate in an on-call rotation including weekends as needed


Minimum Qualifications:

  • 6+ years of experience with advanced Kubernetes (Cluster, Scale, etc.)
  • Advanced Networking Skills, layers 2-7.
  • Proven experience working directly with Enterprise Customers.


Preferred Qualifications:

  • Experience resolving issues with Kubernetes and cloud-native technologies at a large production scale.
  • Extensive knowledge of Customer Reliability Engineering (CRE) practices, including Production Readiness Reviews (PRRs), Customer Test Environments (CuTEs), tooling, monitoring, knowledge base creation, and retrospectives.
  • Extensive experience with at least one major cloud provider (AWS, Azure, or GCP).
  • Strong familiarity with standard methodologies in operating system security and their application in cloud-native technologies.
  • Commitment to collaboration through the creation of valuable content for customers and internal team members.
  • Emphasis on using automation technologies for efficiency in handling repetitive tasks.


Why Cisco Secure

We're global, we're adaptable, we're diverse, and our security portfolio is as extensive as it is groundbreaking. Have you heard of Threat, Detection & Response, Zero Trust by Duo, Common Services Engineering, or Cloud & Network Security? Those are only a few of our product teams! The only thing we're missing is YOU.

Join an enterprise security leader with a start-up culture, committed to driving innovation and giving you the opportunity to make an impact. We #InnovateToWin and we know we're better together, that's why we're dedicated to inclusivity, collaboration, and diversity in everything we do.

We're proud to be the Best Small and Mid-Size Enterprises Security Solution Cisco Secure continues to grow and evolve year after year with 100% of Fortune 100 Companies using our products, and we're excited to see the new heights we'll reach with your passion for security, your customer focus, and your desire to change things up!

There are so many amazing reasons to join Cisco. Learn more here!

Distributed team spanning nine time zones, we embrace the richness that our diverse locations bring.

At our company, we prioritize the well-being, motivation, focus, and creativity of our employees. With these objectives in mind, we have developed comprehensive wellness programs, tailored to their needs. We have cultivated a work environment that fosters a genuine love for what we do, and we believe you will feel the same


Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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