Cloud Switching BE Escalation Engineer

Salary: £39,000 - 79,000 per year

Requirements:

• 5+ years of in-depth experience with IOS-XE/Catalyst switching, cloud-managed switching, enterprise networking, escalation engineering, or TAC
• Strong Layer 2 and Layer 3 troubleshooting skills across VLANs, trunks, STP, EtherChannel/LACP, ARP, DHCP, routing, multicast, and packet analysis
• Experience in routing and switching protocols such as OSPF, BGP, IS-IS, STP, VLAN, MPLS, EVPN, TCP/IP, DHCP, and HTTP
• Demonstrable ability to debug sophisticated systems, distinguish product defects from configuration or environment issues, and document findings clearly
• Excellent written and verbal communication skills for customer-impacting issues, multi-functional coordination, and support mentorship
• Preferred: Experience with customer escalations, high-severity incidents, adoption or deployment risks, maintenance-window support, or executive/high-visibility situations
• Preferred: Familiarity with Cisco Meraki Dashboard, Catalyst cloud monitoring/management, Meraki switching, or switching BE escalation workflows
• Preferred: Ability to balance customer urgency, technical depth, business impact, and product quality priorities while handling ambiguity
• Preferred: Experience in SQL, Python, Perl, TCL, Ruby, or other automation/data-analysis tools to inspect trends, reproduce issues, or reduce manual effort
• Preferred: Progress toward advanced networking certifications such as CCNP, CCIE, or equivalent practical experience

Responsibilities:

• Own technical reviews of complex Catalyst, IOS-XE, Meraki switching, and cloud-management issues from Support, escalations, or bug reports
• Drive issues from unclear symptoms to clear problem statements, impact assessments, and actionable plans
• Use CLI outputs, packet captures, logs, topology, lab reproductions, and firmware context to validate or disprove suspected defects
• Coordinate across Support, Engineering, Product Management, and Sales to resolve customer-impacting issues
• Translate field findings into product-quality feedback, supportability improvements, documentation, training, and prevention of recurring issues

Technologies:

• Cloud
• Cisco
• Firmware
• HTTP
• Support
• MPLS
• Perl
• Python
• Ruby
• SQL
• TCP/IP
• iOS
• AI
• DevOps
• Network
• Security

More:

We are Cisco, and our Cisco Meraki and Cisco Enterprise Switching teams empower customers to run critical networks with cloud-managed and cloud-enabled switching. Our Cloud Switching BE Escalation role is part of Catalyst Engineerings CEAD organization, working across Support, Product Management, and Engineering to resolve high-visibility customer-critical issues, adoption and deployment risks, and recurring product-quality signals. We are passionate about improving the customer experience for Catalyst and Meraki switching. This is a full-time Product and Engineering role at Cisco, where we work globally with empathy and innovation to create secure, visible, and impactful solutions.