4 days ago
Milpitas, CA, USAMid Level / Senior
H1B sponsor
Base Salary
$168k - $245k/yr
Responsibilities
- Investigate complex customer escalations by analyzing software behavior, logs, traces, and code.
- Reproduce issues in lab environments and develop code fixes, diagnostic tools, or workarounds.
- Partner with development, test, and support teams to validate solutions and communicate progress.
- Use escalation patterns to recommend product improvements that strengthen reliability and customer experience.
- Apply AI, machine learning, generative AI, and automation to analyze logs, telemetry, traces, and case data and improve troubleshooting workflows.
Requirements
- Bachelor’s degree in computer science, software engineering, computer engineering, or a related field and 5+ years of professional software experience, or a master’s degree and 2+ years of experience.
- Experience reading, debugging, or modifying code in production software.
- Experience with Linux operating systems and operating Kubernetes or containerized microservices.
- Experience with networking or TCP/IP fundamentals.
- Preferred: hands-on experience debugging distributed data stores including PostgreSQL and MongoDB.
- Preferred: experience resolving complex enterprise software customer escalations and reproducing issues in lab or test environments.
- Preferred: experience applying AI, machine learning, or generative AI tools to troubleshooting, engineering workflows, logs, telemetry, traces, or case data.
- Preferred: experience developing diagnostic tools or automation and communicating technical findings across engineering, support, and product teams.
Benefits
- Hybrid work based in the San Jose/Milpitas office.
- Medical, dental, and vision insurance, a 401(k) plan with Cisco matching contributions, paid parental leave, disability coverage, and basic life insurance.
- Employees may be eligible for Cisco restricted stock unit grants.
- Paid holidays, birthday leave, year-end shutdown, personal wellness days, vacation or flexible time off, sick time, and family emergency leave.
- Optional paid volunteer time and potential annual bonuses for non-sales roles.
Tech Stack
Categories
About Cisco
Cisco designs and sells networking, security, and collaboration platforms for enterprises, service providers, and governments, spanning routers and switches, Wi‑Fi, firewalls, zero‑trust, observability, and cloud-managed IT (Meraki) plus Webex. Its business model mixes hardware, software subscriptions, and support/consulting services. Founded in 1984 and headquartered in San Jose, California, Cisco is a public company traded on Nasdaq and serves customers across data centers, campuses, and service provider networks.