Catalyst Center Customer Engineering

Join the Catalyst Center Customer Engineering team at Cisco, which investigates complex software issues affecting customers and helps drive them to resolution. You'll work across Cisco support, product engineering, and other partner groups to reproduce issues, identify root causes, and deliver fixes or workarounds.

Your responsibilities will include:

• Investigating complex customer escalations by analyzing software behavior, logs, traces, and code to identify root causes and determine next steps
• Reproducing issues in lab environments and developing code fixes, diagnostic tools, or workarounds to resolve customer problems and prevent recurrence
• Partnering with development, test, and support teams to validate solutions and communicate clear progress through resolution
• Using patterns from escalations to recommend product improvements that strengthen reliability and the customer experience

To qualify, you'll need:

• 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 qualifications include:

• Hands-on experience debugging distributed data stores, including PostgreSQL and MongoDB
• Experience supporting or resolving complex customer escalations for enterprise software
• Experience reproducing software issues in lab or test environments
• Experience applying AI, machine learning, or generative AI tools to analyze logs, telemetry, traces, or case data, automate troubleshooting, or improve engineering workflows
• Experience developing diagnostic tools or automation, and communicating technical findings across engineering, support, and product teams

As a Cisco employee, you'll have access to a range of benefits, including 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.