Software Escalation Engineer - L3

Job Description

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 center networking switches and storage devices.