Switching Software Customer Engineering Escalations

The Customer Engineering Escalation Engineer (CEE) is a senior individual contributor who leads the most complex and business-critical customer escalations, with deep expertise in switching and data center networking.

In this role, you serve as the technical lead during customer-impacting incidents, driving mitigation, coordinating cross-functional teams, and communicating clearly with internal and external stakeholders.

Key Responsibilities

1. Escalation Ownership & Triage

• Own end-to-end technical execution for assigned customer escalations, from intake through stabilization and resolution.
• Perform rapid severity assessment, impact analysis, and technical triage to determine urgency and scope.
• Identify whether issues represent product defects, environmental interactions, configuration risks, or operational failures, and route appropriately.
• Drive clarity and momentum in ambiguous, fast-moving situations.
• Coordinate internal teams and partners to accelerate investigation and resolution.
• Navigate complex platforms end-to-end and drive targeted technical analysis to accelerate resolution.

1. Deep Technical Investigation

• Analyze logs, packet captures, configs, and telemetry to isolate root cause, with emphasis on switching/data-center fabric troubleshooting (physical/link through Layer-2/Layer-3 forwarding and control-plane behavior).
• Reproduce issues where possible and validate hypotheses with targeted tests across interfaces, bridging domains, routing adjacencies, and fabric/overlay paths.
• Separate symptoms from root cause under pressure, including issues involving overlays, multicast traffic patterns, and switch port security/segmentation controls.
• Work effectively in single-vendor and multi-vendor environments.
• Understand product design and quality practices (design docs, test plans, QA signals, and product lifecycle).

1. Customer Stabilization & Risk Mitigation

• Define and communicate workarounds, mitigations, or containment strategies to reduce customer impact while root cause analysis proceeds.
• Make risk-based recommendations when no perfect option exists, including rollback or partial remediation strategies.
• Own outcomes and follow through on commitments, including after-hours decision-making when required.

1. Cross-Functional Leadership

• Lead coordination across TAC, Engineering (R&D), QA, Product Management, Sales, and Executive stakeholders.
• Maintain neutral, evidence-driven leadership when narratives conflict across vendors or teams.
• Ensure the correct level of urgency, visibility, and accountability is applied to each escalation.

1. Communication & Executive Presence

• Communicate complex technical issues clearly to varied audiences, including senior customer leadership and internal executives.
• Provide concise, accurate status updates, escalation summaries, and recommendations without speculation or defensiveness.
• Represent the company with professionalism and confidence during high-pressure discussions.

1. Documentation & Continuous Improvement

• Produce high-quality written artifacts including escalation summaries, root cause analyses, and post-mortems.
• Identify recurring themes and feed actionable insights back to engineering and product teams to reduce future escalations.
• Contribute to knowledge bases, templates, and process improvements within the escalation function.
• Improve escalation workflows by adopting and integrating new tools, automation, and technical approaches.

Required Qualifications

• 6+ years of hands-on experience in production switching and data center networking environments.
• Demonstrated ability to troubleshoot network incidents end-to-end using logs, packet captures, telemetry, and diagnostics, including physical and link validation as well as Layer-2 and Layer-3 fault isolation.
• 3+ years of experience troubleshooting modern data center fabrics and overlays, including EVPN/VXLAN-class designs, with familiarity across control-plane and data-plane interactions and multicast traffic patterns in production environments.
• Working knowledge of engineering tools and environments, including Linux VMs, Visual Studio, Jira/Confluence, Python, and Bash.

What We Can Offer You:

• Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
• Investment in your career with programs to help you reach your career goals.
• Unconditionally inclusive work environment that celebrates individual uniqueness.