Join to apply for the Escalations Engineer, Switching (MS) role at Cisco.
Meet The Team
Our team provides the highest level of technical support for all Cisco Meraki products to our customers, partners, account teams and fellow support engineers. Forget monotony with a new network challenge every single day!
Your Impact
- Review and analyze escalation requests to facilitate and triage resolution paths.
- Responsible for identifying and resolving technical issues across Switching devices.
- On-site customer engagements for top severity issues when required.
- Participate in the team’s weekend on-call rotation.
- Navigate complex situations with diligence, leading cross-functional teams to technical solutions while maintaining an empathetic and resilient approach to all raised issues.
- Develop and implement systemic approaches to remediate recurring problems, using scripting and data analysis techniques.
- Handle technical and political conversations.
- Collaborate with the Product and Engineering teams to report and remediate issues while advocating for the customer.
- Use the knowledge gained from day-to-day work to create in-depth documentation, enriching the internal knowledge base and empowering colleagues with valuable resources.
- Use expertise and experience to make high quality serviceability recommendations for products.
- Interlock with product teams to provide insights on trends.
- Mentor other engineers on sophisticated troubleshooting and debugging techniques.
Professional Development
- Develop competency with Meraki Products, especially Meraki MS and Cisco Catalyst Switches.
- Achieve industry recognized technical certifications relevant to Switching and programming/automation.
- Attend and represent Meraki at industry meetups, webinars, and conferences.
- Stay updated on networking standard methodologies and competitor solutions, exploring new tools, and investigating advancements in Switching.
As a creative problem solver, you care deeply about what matters to our users, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.
The ideal candidate will possess a unique blend of problem-solving abilities, superior communication skills, technical leadership, and incident resolution expertise. The role demands a professional who can manage high-pressure situations with confidence, providing our customers with exemplary support during critical moments.
Minimum Qualifications
- 4+ years of experience troubleshooting Meraki MS, Cisco Catalyst Switches, and handling technical critical customer cases, from start to resolution.
- 4+ years of experience working with switching technologies such as Spanning Tree, VLANs.
- Recorded documentation efforts or public facing technical write-ups as references.
- Skilled in communicating effectively with both internal and external partners, fostering strong working relationships and collaboration, with the ability to convey complex technical concepts.
Preferred Qualifications
- Programming or automation experience.
- CCNP ENCOR or equivalent.
- Outstanding customer service and stakeholder management.
- Excel in multitasking and thrive in delivering results in time-sensitive situations.
- Proficient in taking leadership and managing difficult conversations with tact and diplomacy.
- Ability to work independently and collaboratively in a fast-paced environment.
- Collaborates within cross-functional teams, fostering a supportive and inclusive environment.
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.
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