Escalations Manager

  • Location:
    San Francisco, California, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1217083
New

Meraki is looking for a Support leader that is excited to grow and evolve our global Escalations team into the next generation of high-touch technical support for Meraki’s most valuable customers. You will lead a team of highly skilled escalations engineers that assist in coordinating engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve overall customer experience. An average work day may consist of strategically monitoring incoming escalations, monitoring the progress of escalation call/threads, and holding one-on-ones with direct reports.

Requirements:

  • Team Management:
    • Facilitate daily stand-up and global handoff meetings
    • Oversee weekly Network Support Engineer rotational program
    • Assign, preview, and conduct postmortems on escalations
    • Provide feedback on political and technical plans for active escalations
    • Propagate the creation of in-depth documentation and lunch and learns from the knowledge that is gained from escalations work
    • Promote a strong documentation-first culture with an editor’s eye for detail
    • Preside over new, difficult situations with a controlled, scientific approach to problem-solving
    • 10% scheduled travel
  • Team Development:
    • Work with the team to refine decision-making metrics regarding:
      • Escalations workload and growth indicators
      • Escalations on-site engagement
      • Escalations adoption of Support cases
    • Lead professional development initiatives for the team (programming, certifications, etc.)
    • Work with internal Meraki business units to deliver a clear understanding of the escalations process and solicit feedback
    • Strategically plan, execute, and measure improvements to the Escalations process
    • Developer the key performance indicators to articulate Escalations’ business value at Meraki
    • Raise the Escalations team profile within the Support team by finding ways to better broadcast the team’s work and methodologies
    • Actively seek, identify, and onboard talent into Escalations from the wider support organization
  • 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

Qualifications:

  • Minimum 3 years experience as part of a technical support organization; minimum 1 year direct management experience
  • Bachelor’s degree or higher in a technical field
  • Completion of a professional-level networking certification

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