Escalations Engineer, US

  • Location:
    San Francisco, California, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1219827
New
Meraki is looking for qualified engineers to become the “Support of last resort” for systemic technical issues experienced by our highest-value customers. Due to the cross-functional nature of our organization, the ideal candidate will have excellent communication and interpersonal skills to interact with a large variety of people from organizations within and external to Meraki. An average work week might consist of working on assigned escalations, monitoring/responding to escalation calls/threads, and coding/automating test plans associated with escalations.

 

Responsibilities:

  • Create, execute and analyze technical test plans to obtain data needed to validate mission-critical networks
  • Model RF, network, and application performance using industry-standard tools.
  • Learn quickly, navigate difficult political conversations, and strategically take charge of complex situations
  • Read, weigh in, and potentially scope Support bug issues
  • Create expert-level documentation:
    • Use knowledge gained from escalations work to provide in-depth documentation
    • Present interesting escalations/projects to Support and other Meraki business units to share learnings
  • 20% on-demand travel to customer sites

Professional Development:

  • Obtain certifications and learn programming languages
  • Attend industry meetups, webinars, and conferences
  • Stay current on networking best practices and competitor solutions
  • Explore new tools and investigate advancements in the field of computer networking

Requirements:

  • At least 3 years of experience in a network support role
  • Completion of a professional networking certification
    • Ideally focused on wireless (CWNA, etc.)
  • Experience in completing programming/automation projects
  • Experience in working on high-touch Support escalations
  • Examples of documentation, either external or internal-facing

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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