Senior Software Escalation Engineer

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  • Location:
    Milpitas, California, US
  • Area of Interest
    Engineer - Software
  • Compensation Range
    126400 USD - 222200 USD
  • Job Type
    Professional
  • Technology Interest
    Software Development
  • Job Id
    1429532

Application Deadline 1/6/25

Who We Are

Cisco's UCS and Intersight platforms, part of the industry's leading Cloud and Compute business! We are part of a team working to simplify the deployment, management, and support of Enterprise Data Centers by providing industry-leading Cloud-Based solutions with our Intersight managed portfolio. As we continue to evolve, we are excited to introduce AI Enablement products and expand our cloud-based offerings, ensuring our customers stay ahead in a constantly evolving technological landscape.

Cisco Intersight is a cloud-based capabilities as a service platform for Cisco UCS and other data center products, offering robust, scalable, and intelligent infrastructure solutions that drive efficiency and performance. It provides a more intelligent level of management that enables IT organizations to analyze, simplify and automate their environments.

Who You’ll Work With

Work with the team of engineers who built Cisco’s industry-leading Datacenter portfolio. On this team you'll be working in a highly dynamic environment and making an impact on the business as you work to diagnose and address systemic and product-wide issues being experienced by key customers. You'll collaborate with Cisco Technical Assistance Center (TAC), Sales, and directly with end customers as well as our own internal software development, Quality Assurance, and manufacturing teams.

Who You Are

You are an eloquent and highly skilled professional who thrives in a dynamic environment. You are comfortable working directly with customers, always adopting a customer point of view to understand and evaluate the unique quirks and challenges they uncover. Your ability in reading code allows you to diagnose and resolve complex technical issues efficiently. Your collaborative spirit enables you to work seamlessly with engineering, product management, and other multi-functional teams, ensuring timely and high-quality resolutions. You are a dedicated advocate for both your customers and the quality of products, committed to enhancing the overall customer experience.

What You’ll Do

Cisco's support offerings are evolving, allowing us to be even more responsive to our customers needs than ever before. We are seeking a highly skilled and experienced Senior Escalation Engineer to provide advanced technical support and troubleshooting for escalated issues related to UCS and Intersight platforms, including AI Enablement products and cloud-based offerings. Your primary focus will be to diagnose and resolve product-level problems within our evolving Cloud and Compute portfolio. The ideal candidate will be able to drive complete problem resolution, from the initial diagnosis and troubleshooting, through the design of a solution, all the way to the publication and deployment of the fix. You will collaborate with engineering, product management, and other cross-functional teams to resolve complex technical problems and ensure timely resolution. You will be an advocate for our customers and our own product quality within the development and product management organization.

Minimum Qualifications:

  • Bachelors in a STEM subject area + 6 years of experience or equivalent
  • Experience in a technical customer facing role
  • Experience with deployment, configuration, and troubleshooting
  • Experience working with data center technologies and cloud-based offerings
  • Experience reading and reviewing code

Preferred Qualifications:

  • Successful candidate will have in-depth knowledge of UCS and Intersight platforms
  • Excellent problem-solving skills and the ability to analyze complex technical issues to identify root causes and implement effective solutions
  • Driven by the challenge of solving unique and difficult problems
  • Experience with product design and cloud operations
  • Willing to work in small, self-organizing teams

Why Cisco

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco


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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