Senior Escalations Engineer-Mobility

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

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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!