Switching Software Customer Engineering Escalations
Core
Senior individual contributor leading complex, business-critical customer escalations for switching and data center networking products.
Role type
Senior IC Customer Engineering Escalation Engineer
Builds
Mitigates customer-impacting incidents and stabilizes network operations for enterprise clients
Domain
Data center networking, switching fabrics, overlays (EVPN/VXLAN)
Deliverable
client delivery
Required skills
Layer-2/Layer-3 fault isolation, EVPN/VXLAN troubleshooting, packet capture analysis, Linux/Bash scripting, Python, risk-based decision making, cross-functional leadership
Preferred skills
Code reading and analysis, post-mortem contribution, Tier-4 support experience
Technologies
Linux VMs, Visual Studio, Jira, Confluence, Python, Bash
Responsibilities
Own end-to-end technical execution for assigned customer escalations, analyze logs and packet captures to isolate root cause, define and communicate workarounds to reduce customer impact, lead coordination across TAC and Engineering teams, communicate complex technical issues to senior stakeholders, produce root cause analyses and post-mortems
Seniority
Senior, hands-on IC
