Customer Escalations Engineering Lead

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Job Description:

  • Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations
  • Lead Pro-active Assurance initiatives that transition CEAD from reactive issue response to earlier risk detection, customer stabilization, and closed-loop product improvement
  • Stay aware of active customer and partner concerns, platform trends, top issues, customer-impacting product behaviors, and recurring support themes
  • Represent Support and customer/partner feedback in product decisions, serviceability improvements, issue triage, and defect resolution
  • Identify systemic or large-impacting issues, coordinate the right collaborators, and raise clarity with leadership when customer or Support impact is significant
  • Lead sophisticated lab recreates, technical analysis, data gathering, and storytelling for blocking issues, pro-active engagements, and product-quality discussions
  • Lead serviceability improvements for existing and upcoming Meraki Platform capabilities, including documentation, diagnostics, telemetry, workflows, and support tools
  • Build, review, and improve support documentation, training material, and timely Support communiques
  • Seek opportunities for innovation and automation to reduce manual effort, improve resolution speed, increase support quality, and enhance customer outcomes
  • Mentor senior engineers, aspiring technical leaders, and peers through coaching, delegation, technical guidance, and career-development support

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

Benefits:

  • medical, dental and vision insurance
  • 401(k) plan with a Cisco matching contribution
  • paid parental leave
  • short and 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 for non-exempt employees
  • flexible vacation time off program for exempt employees
  • 80 hours of sick time off provided on hire date
  • optional 10 paid days per full calendar year to volunteer
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