Software Escalation Engineer - L3

You will support Cisco Intersight/UCS products, a next-generation cloud-based management platform for UCS and non-UCS systems. Cisco UCS unifies physical and virtual computing environments, simplifying enterprise data center management through server, network, and storage acceleration, integration, and virtualization.

Who You'll Work With

Join a global team of engineers handling high-profile customer escalations, working with Cisco TAC (CX), Sales, Account Teams, end customers, Development Engineering (DE), QA, and Manufacturing to diagnose and resolve systemic issues.

Who You Are

• Self-motivated and able to manage customer issues across multiple time zones.
• Collaborate with Cisco TAC/CX to troubleshoot and diagnose problems.
• Recreate and debug issues in the lab with support, development, and QA.
• Drive solutions for customer-reported defects with DE, QA, and Manufacturing.
• Develop scripts and use product APIs to detect issues and generate reports.
• Participate in QA test plan reviews for new releases.
• Advocate for customers and product quality within development and product management.
• Interface with Sales, Account teams, and customers as needed.

Minimum Qualifications

• 6+ years of experience in software engineering, SQA, or escalation support.
• Experience with HW/SW development in x86/AMD servers or networking/storage gear.
• 3+ years of scripting and programming experience.
• Strong problem-solving skills in high-pressure situations.
• Technical knowledge of public/private cloud, VMware, Linux, or Windows.
• Preferred experience with Containers, Kubernetes, Ansible, REST APIs.
• Experience with x86/AMD hardware/software.

Desired Skills

• Experience with public/private cloud technologies.
• Knowledge of API scripting, programming, and SQA test frameworks.
• Familiarity with Cisco UCS, HX, Nexus, MDS, or HCI products like VMware/Nutanix.
• Experience with HP, IBM, or Dell rack/blade systems and networking/storage gear.
• Prior escalation engineering experience on server platforms or networking gear.
• Troubleshooting experience with data centre networking switches and storage devices.

Role: Software Development - Other

Industry Type: IT Services & Consulting

Department: Engineering - Software & QA

Employment Type: Full Time, Permanent

Role Category: Software Development

Education

UG: Any Graduate

PG: Any Postgraduate