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Customer Reliability Engineer, Hypershield (remote)

Cisco

Remote · San Jose, California, US$161k – $214k

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About this role

The application window is expected to close on: 08/14/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received .

Meet the Team  

Isovalent , now part of Cisco, was founded by the creators of Cilium and   eBPF , and builds open-source software and enterprise solutions for the networking, security, and observability needs of modern infrastructure.  

The Customer Reliability Engineering team is the deep technical escalation tier for Cisco   Hypershield   on the Cisco Nexus N9300 Series Smart Switches. The team owns the hardest break/fix and reliability cases escalated by Cisco TAC, applying Site Reliability Engineering practices across the full stack: the data-center fabric and the on-premises Kubernetes controller that manages the security policy enforced on it. The work demands methodical diagnosis, composure under incident pressure, and the ability to   operate   at the seam between customer environments and engineering.  

Your Impact  

The ideal candidate combines deep networking expertise with strong troubleshooting skills, customer-facing experience, and a passion for improving reliability across complex product environments.

• Own Hypershield   cases escalated from Cisco TAC through to resolution, engaging customers directly as the incident requires  

• Diagnose complex production failures through the Hypershield   surface: the N9300 Smart Switch fabric and the on-premises Kubernetes controller that manages its security policy  

• Localize faults across the layered architecture: switching and   forwarding , security services and enforcement, and the control plane  

• Develop a deep understanding of each customer's architecture and configuration, and diagnose failures in unfamiliar production environments  

• Reproduce customer failures, partner with engineering to drive fixes, and own the fix back to the customer  

• Convert individual cases into systemic improvements: runbooks, diagnostics, knowledge- base   content, and product feedback to engineering  

• Help build the team's proactive view of customer health, developing new monitoring, tooling, and reliability practices as the installed base grows  

Minimum Qualifications  

• Bachelor's + 8 years of experience, Master's + 6 years, or equivalent industry experience  

• E xperience supporting enterprise customers in an escalation capacity, including diagnosi ng and res olving complex production incidents under SLA pressure in unfamiliar environments  

• Experience   operating and trou bleshooti ng Cisco Nexus / NX-OS in production; equivalent depth on another major vendor accepted  

• P rior experience   to localize failures across a layered data-center architecture spanning switching/forwarding, services/enforcement, and control-plane domains  

• Linux operations experience at the command line, including production troubleshooting, with working exposure to containers or Kubernetes  

Preferred Qualifications  

• Direct experience using network troubleshooting tooling as a primary diagnostic method, including packet capture and flow-telemetry analysis (NetFlow/IPFIX)  

• Working knowledge of enterprise virtualization, sufficient to troubleshoot a VM-based appliance deployment; vSphere is the current deployment target  

• Operational Kubernetes and Helm   proficiency , including diagnosing failures beyond the workload level: TLS certificates and service-account authentication, API-server connectivity, service exposure, persistent storage for stateful workloads, and custom resources and operators  

• Working knowledge of VXLAN EVPN fabrics, including the Smart Switch's placement within them and the ability to isolate faults across the fabric  

• Network segmentation and   firewall   policy design (zone-based or   microsegmentation ), and the   tradeoffs   vs. traditional NGFWs  

• Familiarity with the NetOps/ NetSecOps   operating split in data-center security  

• Experience driving diagnosis and remediation through a customer's own team, working incidents in environments with no direct access where the customer accomplishes the steps  

• Experience with NX-OS automation and APIs (NX-API, NETCONF/RESTCONF,   gNMI , or Ansible); familiarity with Cisco Nexus Dashboard a plus  

• Demonstrated ability to communicate incident status, root cause, and remediation clearly to both technical and executive audiences, verbally and in writing  

• CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert (a plus)  

Why Cisco?  At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.  We are Cisco, and our power starts with you. 

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

The starting salary range posted for this position is $160,800.00 to $214,100.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations n

Salary insight

The midpoint of this range ($187k) is about 7% below the median disclosed salary for San Francisco roles listed on ForgeApply ($201k across 6,700 jobs).

Based on live postings with disclosed pay on ForgeApply; refreshed daily. Not an estimate of this employer's offer.

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