Technical Lead- Escalation Engineer

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

AI and SAN solutions - testing, certifications, for FICON, SAN, MDS products. Requires deep relationship skills with partner. Will work with Marketing, development, test from the Cisco side and the partner. Will execute certification testing and troubleshooting work within Cisco and partner facing. Must be able to work with other teams, create technical documentation to be used by the team as well as contributing to user documentation to be used by end users. Troubleshoots and files bugs or works through software issues if required to support customers. Brings new ideas for product innovation and better product usability. Work smarter with AI tools to streamline repetitive work and create tools or agents to assist as needed.

* Uses specialized expertise in FICON, SAN, MDS, AI to test and certify code, troubleshoot issues, and recommends best practices.
* Solves complex problems and takes a broad perspective to identify innovative solutions. May drive complex certifications through completion.
* May lead projects that span multiple teams; manages workload and workstreams holistically.
* Influences software and/or hardware engineering roadmaps.
* Guides in the development and implementation of software* Leads and mentors others, and improves the technical design of solutions.

* Advocates for new features within a product to address customer needs.
* Articulates design choices based on an expert understanding of market awareness, product adoption, and competition.
* Innovates new products, ideas, features, tools to address unmet customer needs* Influences and tracks metrics to measure success
* Writes clean tests that adhere to the standard for coding across teams.
* Influences architectural decisions with a focus on security, scalability and reliability.
* Contributes to threat modeling and protection of the SAN and AI portfolios.
* Proactively identifies, prioritizes, and resolves risk and issues in production systems.
* Designs and implements robust monitoring tools that provide visibility and reliability and acts on the data and alerts to increase future performance.
* Leads postmortems and reviews root cause analysis, ensures on call coverage.
* May contribute to knowledge sharing among the wider professional community with technical blogs or publications.
* Scopes work accurately and provides reliable estimates for project milestones and completion.
* Communicates delivery trade-offs and negotiates with cross-functional partners to align on direction and outcomes.
* Mentors peers or others on the team* Facilitates/encourages knowledge sharing in the team (e.g., brownbags, demos, design sessions)

* Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent years of technology work experience.
* Requires in-depth Experience in SAN and Fibre Channel

* Tool development work (AI, monitoring, telemetry, SAN insights, etc...).
* Strong communication skills to engage effectively with key customers and articulate complex issues clearly.
* Demonstrated experience handling customer issues.

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.

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 not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.