Cisco Senior Escalations Engineer 

United States, California, San Jose 

511412223

The application window is expected to close on: May 31, 2025

This is a Hybrid role and can be located in San Jose, CA. or Boxborough, MA

Your Impact

As an Escalation Engineer on our global team, you will support large Service Provider packet data networks that enable the mobile Internet.

The products you’ll be focusing on span multiple generations of wireless technologies and are based on a variety of deployment architectural concepts including Control and User Plane Separation (CUPS), hardware and software virtualization, and converged cloud-native based full-stack solutions.

You will interact with local and remote Engineering, Marketing, Support and Sales teams to quickly resolve customer escalations in a collaborative manner. You’ll use both your technical and communication skills to effectively diffuse stressful situations, drive action, and manage customer expectations and sentiment. Beyond this, you’ll have the opportunity to share learnings from these experiences leading to sustained improvements in processes, product experience, and customer satisfaction.

Responsibilities:

· Possess knowledge of a broad spectrum of mobility products, e.g. SGSN, GGSN, MME, SGW, PGW, AMF, PCF, SMF as well as related technologies like IMS, Diameter, GTP, Kubernetes and Openstack.
· Provide software testing and/or technical support within Mobility
· Use analytical and problem-solving skills to successfully resolve customer issues
· Establish and maintain confidence with ownership of issues
· Communicate to all management levels
· Collaborate with a variety of teams to resolve issues quickly
· Localize problem areas and solve system-wide problems
· Multi-task and prioritize work with a strong sense of getting to closure

Minimum Qualifications

· Bachelor's degree in CS or EE and 10+ years related experience
· Deep knowledge and experience with 3GPP specifications related to 3G/4G/5G technologies
· Demonstrated debugging skills in functional, performance or crash analysis scenarios
· Extensive experience with data analysis and visualization
· Experience with server virtualization, microservices architecture, datacenter routing/switching and Linux
· Knowledge of scripting/coding and AI/ML desirable

Preferred Qualifications

· Masters degree in CS or EE plus 5-7 years related experience
· Background in software testing or tech support within Mobility
· Demonstrated debugging skills in functional, performance or crash analysis scenarios
· Experience in Mobility 3G, 4G and 5G
· understanding of networking including TCP/IP, HTTP/s, SSL, HTTPS , StaOS and ASR5500 architecture