Network Support Engineer

| San Francisco, CA
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Network Support Engineer

San Francisco

We are building a network of future Merakians. We want to get to know you—your background, your passions, your skills—so that when the right job opens up, we’ll know exactly who to contact. If you are sharp, curious, and eager to make an impact, keep reading about the role. Let us know if you are interested and together, we’ll simplify technology so the world can simply work.

As a Network Support Engineer, you will be responsible for providing quality technical support for our growing client and partner base. You will diagnose problems and work with the entire Meraki product line, including our wireless access points, security appliances, switches, cameras, Meraki Dashboard backend, software products, and future releases. Our support engineers are foremost problem-solvers passionate about networking, and we seek talented, hardworking and tech-savvy individuals to build upon our rapidly expanding Cloud Networking Group. This customer-facing role will expose you to a diverse group of teams within Meraki including: Engineering, Product Management, Sales, Operations, Training Development, and Strategy - providing endless opportunities for career growth in a lively, exciting, and fast-paced environment.

Characteristics of success in this role include previous experience in supporting or testing LANs, VLANs, VPNs, NAT devices, or DHCP servers; experience installing and solving WiFi networks; and having the ability to multitask and work under stress. We're looking for people who take pride in doing excellent work, and can both guide and learn from those around them.

RESPONSIBILITIES
  • Optimally communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
  • Troubleshoot and diagnose wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
  • Own each customer case from initial creation to resolution. 
  • Collaborate with other support team members to fix network outages, misconfigurations, and sophisticated networking issues on customers' devices.
  • Read and analyze packet captures using Wireshark.
  • Work with engineering and management to diagnose and resolve critical, escalated issues.
  • Understand and utilize Unix Console Commands to troubleshoot and diagnose Meraki devices and Meraki Dashboard services.
  • Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
  • Stay up to date on Meraki features and technology by completing instructor-led and self-paced training modules, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trends.
QUALIFICATIONS
  • Fundamental understanding of and hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs, VPNs, and 802.11a/b/g/n/ac wireless.
  • Detailed comprehension of fundamental networking protocols including TCP, STP, ARP, DNS, Ethernet, OSPF, etc.
  • Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, &/or DHCP servers.
  • Outstanding English language written and verbal communication skills and comprehension.
  • Ability to clearly and concisely articulate both technical and non-technical concepts to third parties.
  • Outstanding customer service skills.
  • Excellent time management, follow-through, and attention to detail.
  • Experience in computer networking related problem solving, critical thinking, and troubleshooting.
  • Ability to multitask and work under stress.
  • Working towards or have a bachelor's degree in Computer Information Technology, Information and Computer Technology, Networking and IT Security, or a related field from a credible university. Complete degree vital to begin work.
  • Networking certifications a plus: CCNA, CCNP CWNA, etc.

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.

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

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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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