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About the Role

The Customer Escalations Engineering Technical Leader will focus on the Meraki Platform (Dashboard and Licensing) to lead the resolution of critical and strategic customer issues, drive proactive assurance initiatives, and represent customer feedback in product decisions. This role involves technical analysis, data gathering, and improving supportability for existing and upcoming Meraki Platform capabilities.

Responsibilities

Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations.
Offer technical, tactical, and collaborator guidance to enhance quality, customer outcomes, and resolution paths.
Lead Pro-active Assurance initiatives for earlier risk detection and customer stabilization.
Identify systemic or large-impacting issues and coordinate collaborators.
Raise clarity with leadership when customer or Support impact is significant.
Lead or guide sophisticated lab recreates, technical analysis, data gathering, and storytelling for blocking issues.
Lead serviceability improvements for existing and upcoming Meraki Platform capabilities.
Lead support readiness efforts for new platform features, releases, product changes, process updates, and customer-impacting launches.
Build, review, and improve support documentation, training material, and timely Support communiques.
Seek opportunities for innovation and automation to reduce manual effort and improve resolution speed.
Mentor senior engineers, aspiring technical leaders, and peers through coaching and delegation.

Requirements

8+ years of IT industry experience in Customer Escalations, Engineering, Technical Support, or related customer-facing technical organizations.
Understanding of Meraki Dashboard, cloud-managed networking, support workflows, product serviceability, and customer-impacting platform behavior.
Demonstrated experience leading complex technical investigations, critical customer issues, or multi-functional product/serviceability engagements.
Experience identifying trends across cases, bugs, telemetry, support signals, customer feedback, and field issues.
Validated ability to work with multi-functional collaborators to drive customer outcomes and product improvements.
Experience creating support documentation, readiness plans, technical training, or support facing communications.

Skills

Meraki Dashboard
Cloud-managed networking
Support workflows
Product serviceability
Customer-impacting platform behavior
Technical analysis
Data gathering
Lab recreates
Innovation
Automation
Mentoring

Location

U.S.
Canada

Work Type

Full-time

Experience Level

8+ years of IT industry experience

Salary/Compensations

$183,800.00 - $263,600.00 (U.S. and/or Canada)
$183,800.00 - $303,100.00 (New York City Metro Area)
$163,600.00 - $269,800.00 (Non-Metro New York state & Washington state)

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) plan with Cisco matching contribution
Paid parental leave
Short-term disability coverage
Long-term disability coverage
Basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year (non-exempt)
Flexible vacation time off program (exempt)
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward
Additional paid time away for critical or emergency family issues
Optional 10 paid days per full calendar year to volunteer
Annual bonuses (non-sales roles)
Performance-based incentive pay (sales roles)
Grants of Cisco restricted stock units

About the Company

Cisco is revolutionizing how data and infrastructure connect and protect organizations in the AI era.
Cisco has been innovating for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
Cisco's solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Cisco fosters a collaborative environment where opportunities to grow and build are limitless.
Cisco's power starts with its employees.