Senior Software Escalation Engineer

Apply
  • Location:
    North Sydney, Australia
  • Alternate Location
    Melbourne, Brisbane
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Software Development
  • Job Id
    1441003

Meet the Team


Cisco's UCS and Intersight platforms are part of the industry's leading Cloud and Compute business. Our team is dedicated to simplifying the deployment, management, and support of Enterprise Data Centres through industry-leading Cloud-Based solutions with our Intersight managed portfolio. As we evolve, we're introducing AI Enablement products and expanding our cloud-based offerings to keep our customers ahead in a rapidly changing technological landscape.


Your Impact


In this role, you'll provide advanced technical support and troubleshooting for escalated issues related to UCS and Intersight platforms, including AI Enablement products and cloud-based offerings. Your focus will be on diagnosing and resolving product-level problems within our evolving Cloud and Compute portfolio. You'll collaborate with engineering, product management, and other cross-functional teams to ensure timely and high-quality resolutions, advocating for customers and enhancing the overall customer experience.

  • Diagnose and resolve complex technical issues related to UCS and Intersight platforms.
  • Collaborate with cross-functional teams to drive complete problem resolution.
  • Design solutions and publish fixes for product-level problems.
  • Advocate for customer needs and product quality within development teams.
  • Engage with TAC, Sales, and internal teams to address systemic issues.


Minimum Qualifications:

  • Bachelor's degree in a STEM field + 6 years of experience or equivalent.
  • 5+ years of experience in a technical customer-facing role.
  • 5+ years of experience with deployment, configuration, and troubleshooting.
  • 5+ years of experience working with data centre technologies and cloud-based offerings.


Preferred Qualifications:

  • In-depth knowledge of UCS and Intersight platforms, or equivalent datacentre and cloud technologies.
  • Excellent problem-solving skills with the ability to analyse complex issues.
  • Driven by the challenge of solving unique and difficult problems.
  • Experience with product design and cloud operations.
  • Willingness to work in small, self-organizing teams.
  • Ability to read and review code


#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. 

 

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. 


We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! 

 

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all

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.

Share

Apply