Cisco · 8 hours ago
Optical Customer Escalation Engineer
San Jose, CA
Full-time
Hybrid
Senior Level
$152K/yr - $219K/yr
5+ years expCisco is a leader in building the future of the internet and connecting millions of devices. In this role, you will support complex customer escalations in optical networking environments, collaborating with various teams to resolve issues and enhance product stability.
Communications InfrastructureEnterprise SoftwareHardwareSoftware
Responsibilities
Ownership: Collaborate on and, at times, lead the technical resolution of high-priority customer escalations within Cisco’s Optical portfolio. Deliver rapid root-cause analysis for complex hardware and software issues impacting optical transport systems
Advanced Optical Diagnostics: Apply advanced diagnostic tools and techniques for coherent optics, DWDM systems, and Routed Optical Networking (RON). Apply expertise in Digital Coherent Optics (DCO) pluggable transceivers (400ZR/ZR+, QSFP-DD), including modulation formats, FEC, and optical channel characteristics
Technical Communication: Support technical leads on high-stakes customer conference calls during critical network outages. Provide transparent, timely updates and act as a trusted advisor to both internal and external customers
AI-Powered Troubleshooting: Leverage GenAI tools and algorithmic thinking to accelerate log analysis, documentation, and the creation of debugging utilities
Lab Simulation & Validation: Leverage lab environments to recreate complex system failures, validate configuration changes, and test software or hardware fixes before customer deployment
Diagnostic Innovation: Identify gaps in solving capabilities and contribute to the development of debugging scripts, automation tools, and diagnostic utilities to accelerate issue isolation
Knowledge Engineering: Compose and maintain high-quality technical documentation, troubleshooting guides, and knowledge base articles to scale expertise across the organization
Collaboration: Partner with Engineering and Product Management to drive defect resolution and run the Customer Found Defect (CFD) lifecycle, from initial reporting to fix coordination
Qualification
Required
Bachelor's degree in a STEM field (EE, CS, or related) with 5+ years of experience in optical network engineering or technical support
Proven experience resolving sophisticated technical issues in Transponders, Amplifiers, Optics and Optical Line Systems
Proven skills using analytical skills to debug, evaluate, and drive complex issues to resolution
Comprehensive understanding of networking, optical systems, operating systems (Linux/IOS-XR), and cloud infrastructure
Excellent communication and interpersonal skills with a 'customer-first' attitude
Preferred
Experience with Cisco IOS-XR and the NCS1K/NCS2K product suite
Familiarity with Routed Optical Networking (RON) architectures
Experience with automation (Python, TCL), automation test tools, and methodologies
Experience with Layer-0/Layer-1 traffic generators and analyzers (e.g., Viavi, Agilent, Spirent, IXIA, Spectrum Analyzers, etc.)
Experience with manageability applications and protocols: OpenConfig, Restconf, Netconf-YANG, and Telemetry
Familiarity with the internal Cisco ecosystem
Benefits
Medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short and long-term disability coverage
Basic life insurance
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
4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Flexible vacation time off program
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward from one calendar year to 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
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
Company
Cisco
Cisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press.
10001+ employees
H1B Sponsorship
Cisco has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1238)
2024 (1231)
2023 (1273)
2022 (2127)
2021 (1991)
2020 (1173)
Funding
Current Stage
Public CompanyTotal Funding
unknown1990-02-13IPO
Leadership Team
Chuck Robbins
Chair and CEO
Carl Solder
Chief Technology Officer - Cisco System Australia/New Zealand
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