Senior Staff Escalation Engineer

About the Role

Are you a seasoned networking expert passionate about open networking and cloud-scale infrastructure? Celestica’s Hardware Platform Services (HPS) team is at the forefront of the open networking revolution, powering next-generation Data Center, Enterprise, and Campus environments.

We are seeking a Senior Staff Escalation Engineer to serve as a principal technical authority within our Customer Experience organization, based out of our Richardson, TX facility in a hybrid model. In this high-impact, hands-on role, you will lead complex technical escalations, solve mission-critical network architecture challenges, and drive adoption of modern Network Operating Systems—with a heavy focus on SONiC and the FRR stack.

If you thrive in high-stakes environments, love deep-diving into Linux network kernels and routing protocols, and enjoy acting as a trusted technical advisor to tier-1 enterprise and hyperscale customers, this role is for you.

What You’ll Do

1. Advanced Technical Problem Solving & Escalation Management

• Act as the highest level of technical escalation (Tier 3/4) for mission-critical customer issues across switching, routing, network security, and storage environments.
• Perform root-cause analysis on complex, distributed networking problems involving SONiC, FRR, and switch/router hardware architectures.
• Calmly and systematically navigate high-pressure production outages to drive rapid, permanent resolutions.

2. Strategic Customer Engagement & Architecture Support

• Partner directly with customer engineering teams to analyze network topologies (Places-In-Network), review configurations, and recommend architecture optimizations.
• Collaborate with Celestica’s Sales Engineering and Business Development teams in pre-sales activities, demonstrating technical capabilities and building customer confidence.
• Translate complex customer use cases into actionable feedback for hardware and software engineering teams.

3. Technical Enablement & Knowledge Sharing

• Author high-quality technical documentation for external and internal audiences, including Application Notes, Field Alerts, Configuration Guides, User Manuals, and Troubleshooting Playbooks.
• Mentor junior engineers and share best practices across the global CX organization.

What You Bring

Core Qualifications

• 10–14+ years of progressive experience in network design, configuration, troubleshooting, and optimization across Data Center, Enterprise, or Campus environments.
• Deep SONiC & Open Networking Expertise: Hands-on experience with the SONiC Network Operating System ecosystem and FRR (Free Range Routing) stack is required.
• Mastery of Linux Networking: Expert-level proficiency with Linux networking tools, kernel drivers, and system diagnostics.
• Networking Protocol Depth: Comprehensive understanding of core DC and Enterprise protocols:
• Routing & Overlay: BGP, EVPN, VXLAN, OSPF, IS-IS, VRF
• Multicast & Management: IGMP, PIM, DHCP, BFD, RADIUS/TACACS+, NAT, ZTP
• Performance & Telemetry: QoS (RoCEv2, DSCP), ACLs, gNMI, Streaming Telemetry, and Analytics
• Hardware & Silicon Awareness: Solid understanding of switch/router hardware architectures (ASICs, packet buffers, pipeline processing, network security hardware).
• Customer-Facing Track Record: Proven experience directly interfacing with external customers, managing escalations, and guiding technical leadership.
• Technical Documentation Skills: Proven ability to translate complex systems issues into clear, structured technical guides and alerts.

Preferred / Bonus Skills

• Automation & Scripting: Proficiency in Python or Bash for network automation, custom troubleshooting scripts, or API integrations.

Compensation & Work Logistics

• Target Base Salary Range: $160,000 – $212,000 USD (final compensation is determined by experience, technical skill depth, and relevant industry expertise).
• Work Location: Hybrid model based in Richardson, TX (combining localized in-office collaboration with remote flexibility).
• Travel Requirements: Up to 10% travel (domestic and international) for key customer sites, technical events, or team offsites.
• On-Call / Shift Rotation: To support mission-critical global operations (North America & Europe hours), participation in a scheduled rotation for weekends, holidays, and off-business hours is required.

Why Celestica HPS?

Celestica’s Hardware Platform Services team builds leading-edge hardware and software platforms for the world’s largest technology brands. When you join HPS, you aren't just troubleshooting networks—you are shaping the future of open-source cloud infrastructure alongside top-tier industry talent right in the heart of the Dallas-Fort Worth tech corridor.

Equal Opportunity Employer

Celestica is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.