Escalations Engineer

| San Francisco, CA | Remote
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Why you'll love Cisco Meraki

We change the World, we are passionate about our employer and the brand we represent! Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part of a team that cares about its customers, enjoys having fun, and takes part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired!

What you'll do
  • You will be a part of a Technical Service team of extraordinary technical engineers who are excited to grow into the "Support of last resort" for systemic technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process.
  • Average work week might consist of working on assigned critical issues, monitoring/responding to Escalation calls/threads, and coding/automating test plans associated with critical issues.
  • You might also have 20% travel
Who you'll work with

We are an organization that provides the highest level of technical support for all Cisco Meraki products to Cisco customers, partners, account teams and other support engineers. As a valued member of this team, you are empowered to work across departments and mobilize resources when vital.

Who you areYou dedicate 70% to operational responsibilities
  • Build, execute and analyze technical test plans to acquire data needed to validate critical networks
  • Model RF, network, and application performance using industry-standard tools.
  • Learn swiftly to navigate difficult political conversations, and strategically take charge of complex situations
  • Read, weigh-in, and potentially scope defects
You dedicate 20% to professional development
  • Opportunity to focus on certifications and learn programming languages
  • Attending industry meetups, webinars, and conferences
  • Up to date on the latest on networking standard methodologies and competitor solutions
  • Explore new tools and investigate advancements in the field of computer networking
You dedicate 10% of your time to expert-level documentation
  • Use knowledge gained from operational work to provide in-depth documentation
  • Presenting exciting escalations/projects to Support and other Meraki business units to share insights
Desired Skills
  • Actively enrolled in or have completed an associate-level networking certification (CWNA, CCNA, etc)
  • Experience completing a programming/automation project
  • Proficient in customer service and stakeholder management
  • Exposure handling critical issues
  • You have recorded documentation efforts
  • Have validated troubleshooting skills within wireless, cellular networking, routing, switching, network security technologies (security appliances, firewalls, VPN, IDS/IPS), or large scale closed-circuit video deployments
Why Cisco Meraki

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren’t afraid to change the way the world works, lives, plays, and learns. We are inspiring leaders, tech geeks, pop culture connoisseurs, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • Backbone.jsFrameworks

An Insider's view of Cisco Meraki

What are some social events your company does?

Meraki Chicago hosts several social events. Some current and past events include weekly yoga and meditation sessions and cocktail classes, cooking classes, drag bingo, talent shows, and more!

Javana

Operations Supervisor

What does your typical day look like?

Badge in the door nearest the espresso machine and make latte art in the form of the Cisco logo. Work can range from teaching customers how RF works to designing multi-site Meraki networks. When I'm not evangelizing customers, teaching Networking-101, or handling escalations, I make easy work of those foolish enough to challenge me at ping pong.

Zakariya

Systems Engineer

How do you make yourself accessible to the rest of the team?

By simply just being around. In addition to the regularly scheduled one on one meetings I have with everyone, I make sure that my team knows I am always here to help, in any situation.

Lorenzo

Network Support Manager

What are Cisco Meraki Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Cisco Meraki has an Employee Experience team dedicated to ensuring that each Merakian has the best experience during their time at Meraki.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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