At a Glance
- Tasks: Engage with customers, providing top-notch support and resolving technical issues.
- Company: Join Cisco Isovalent, a leader in open-source software and cloud-native solutions.
- Benefits: Inclusive workplace, career growth, and the chance to work with cutting-edge technology.
- Other info: Collaborative environment with limitless opportunities for personal and professional development.
- Why this job: Make a real impact by enhancing customer experiences with innovative tech solutions.
- Qualifications: 6+ years in technical support, experience with Kubernetes, and strong networking skills.
The predicted salary is between 60000 - 80000 £ per year.
Meet the Team
Isovalent, now part of Cisco, is the company founded by the creators of Cilium and eBPF. Cisco Isovalent builds open-source software and enterprise solutions solving networking, security, and observability needs for modern cloud native infrastructure. The flagship technologies, Cilium and Tetragon, are the choice of numerous, industry-leading, global organizations. We believe in fostering an inclusive workplace where every team member feels valued, respected, and empowered. We believe that every employee contributes to our success, and we are committed to fostering an environment where everyone can thrive. We encourage candidates from all backgrounds to apply and join us in our mission to deliver exceptional products and services.
Your Impact
As a Customer Reliability Engineer (CRE), you are the tip of the spear in interacting with our customers. Our CRE team adapts the best practices of Site Reliability Engineering (SRE) and applies them to our customers. This role is focused on bringing this practice to the Isovalent software suite of products running on-premises and in major cloud providers on Kubernetes. As part of the role, you will gain a deep understanding of our customers, their architecture down into their various configurations. You will work with various stakeholders, internally and externally to provide world class support and issue resolution to various incidents and enhance our organization’s view into the health of our various customers.
Minimum Qualifications
- 6+ years of direct experience supporting and engaging with enterprise customers in a technical capacity.
- Experience securing operating system (OS) instances, applications, and/or distributed systems.
- Experience in operating Linux systems.
- Experience managing and scaling Kubernetes clusters in production environments.
- Experience with at least one major cloud provider (AWS, Azure, or GCP).
- Demonstrated expertise in networking concepts and technologies across OSI layers 2 through 7.
Preferred Qualifications
- Knowledge of standard methodologies for Linux operating systems security and their application in cloud-native technologies and environments.
- Evidence of direct experience using network troubleshooting tools, including but not limited to packet capture and analysis utilities.
- At least 2+ years of experience acting as a higher escalation point across multiple product lines.
- Experience resolving issues with Kubernetes and cloud-native technologies in small to medium size Kubernetes environments.
- Prior professional experience with Container Networking Interfaces (CNI) including installation, configuration, and troubleshooting.
- Knowledge of Customer Reliability Engineering (CRE) practices, including Production Readiness Reviews (PRRs), Customer Test Environments (CuTEs), tooling, monitoring, knowledge base creation, and retrospectives.
- Hands-on experience with Terraform for deployment of infrastructure resources.
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.
Cisco is an affirmative action and equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.
Customer Reliability Engineer employer: Cisco Systems
At Cisco Isovalent, we pride ourselves on being an exceptional employer that champions inclusivity and employee empowerment. Our collaborative work culture fosters innovation and growth, providing ample opportunities for professional development in a cutting-edge environment focused on cloud-native technologies. Join us in our mission to deliver outstanding solutions while enjoying the benefits of working with industry leaders in a supportive and dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Reliability Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cisco Systems. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cisco Systems before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Reliability Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cisco Systems:Your cover letter is your chance to shine! Tell us why you want to work at Cisco Systems specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cisco Systems!
How to prepare for a job interview at Cisco Systems
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
