Customer Engineering Escalation Engineer (Switching/Data Center Networking)

Location: United States of America; on-site in an HPE office at least 2 days per week

Salary: USD 136,500–276,500 annual base salary in California

Company

hirify.global is a global edge-to-cloud technology company developing solutions for connecting, protecting, analyzing, and acting on data and applications.

What you will do

• Own customer escalations from intake through stabilization, resolution, and follow-up.
• Lead technical triage, severity assessment, impact analysis, and cross-functional incident coordination.
• Investigate switching and data center networking issues using logs, packet captures, configurations, telemetry, and diagnostics.
• Troubleshoot physical and link issues, Layer-2 and Layer-3 forwarding, control-plane behavior, overlays, multicast traffic, and segmentation controls.
• Define workarounds, mitigations, containment, rollback, and partial remediation strategies to reduce customer impact.
• Produce escalation summaries, root cause analyses, post-mortems, knowledge-base content, and process improvements.

Requirements

• On-site office presence at least 2 days per week is required.
• 6+ years of hands-on experience in production switching and data center networking.
• 3+ years of experience troubleshooting modern data center fabrics and overlays, including EVPN/VXLAN-class designs.
• 6+ years of experience leading high-severity, customer-impacting incidents or escalations.
• Experience with Linux VMs, Visual Studio, Jira/Confluence, Python, and Bash.
• Strong written and verbal communication, technical judgment, accountability, and composure during high-pressure incidents.

Nice to have

• Experience working directly with Engineering, QA, and Product teams on product defects and technical resolution.
• Ability to read code and perform targeted technical analysis.
• Background in customer-facing escalation, site reliability engineering, support engineering, or Tier-4 technical support.
• Experience contributing to post-mortems, root cause reviews, and systemic quality improvements.

Culture & Benefits

• Health, financial, and emotional wellbeing benefits for employees and their families.
• Personal and professional development programs supporting career growth and internal mobility.
• Inclusive workplace that values varied backgrounds and individual uniqueness.
• Occasional participation in critical incidents outside standard business hours may be required.