Senior Escalations Engineer-Mobility
Apply NowCompany: Cisco
Location: San Jose, CA 95123
Description:
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
Meet the Team
The Mobility Packet Core Escalation Team provides 24x7 coverage for support of high severity customer escalations related to our packet core products. Our engineers are located in four different time zones around the world to provide non-stop escalation support. The technologies supported span 3G/4G/5G virtual and microservice based applications.
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
#WeAreCisco
#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!
Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco's flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco's Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
This is a Hybrid role and can be located in San Jose, CA. or Boxborough, MA
Meet the Team
The Mobility Packet Core Escalation Team provides 24x7 coverage for support of high severity customer escalations related to our packet core products. Our engineers are located in four different time zones around the world to provide non-stop escalation support. The technologies supported span 3G/4G/5G virtual and microservice based applications.
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
#WeAreCisco
#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!
Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco's flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco's Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.