Support Product Specialist Manager

| San Francisco, CA | Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Summary

We are looking for a qualified leader to join our Support Product Specialist team as an SPS Manager. As an SPS Manager, you will coordinate the day-to-day operations of our SPS team, helping build up our Support team’s most senior talent, and encouraging a culture of high-quality work that benefits our Support, PM, and Engineering teams. An average work week might consist of attending our weekly meetings with PM and Engineering, facilitating 1:1s with SPS members, providing feedback and mentor on the work of our SPS members, and communicating our Support, Engineering, and PM teams with Support data trends to continue building a culture of product quality and Support-driven product development.

Responsibilities
  • Lead the SPS team: facilitate SPS meetings, prioritize incoming project work, provide empathetic and growth-oriented feedback for SPS members, and identify new areas for investment as part of our OKR planning and review cycles
  • Develop and grow the SPS team: hold weekly 1:1s with SPS members, review and supervise critical metrics for the team, survey and elevate the SPS team’s critical feedback, build training opportunities for team members
  • Present high-quality, data-driven insights (from our Support, SPS, and Escalations case data) to our Support, Engineering, and PM leadership teams to further a culture of product quality and supportability
  • Identify improvement opportunities and areas to: reduce our Support case volume, reduce our mule volume, reduce customer effort, and improve the lives of our network support engineer team
  • Promote a team culture of thoughtful critique and radically candid feedback
  • Actively seek, identify, and assist with onboarding talent into SPS
Professional development

On the Support Product Specialists team, we strongly value your continued professional development! We encourage you to spend 20% of your time:

  • Acquiring certifications and learning programming languages
  • Performing in-depth exploration of Meraki products
  • Attending industry meetups, webinars, and conferences
  • Exploring new tools and advancements in the field of computer networking
Preferred qualifications:
  • You have at least two years experience managing a team of network or software engineers
  • You have hands-on experience identifying and writing bug reports for networking technologies
  • You have experience working with bug tracking / reporting software, such as JIRA or Salesforce
  • You have acquired or are seeking “professional” level networking certification such as CCNP, CCIE, CWAP, CWNE, etc.

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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
More Jobs at Cisco Meraki171 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
San Francisco, CA
Operations
new
San Francisco, CA
Developer
new
South Bay
Marketing
new
San Francisco, CA
Developer
new
Remote
Developer
new
Remote
Operations
new
Chicago, IL
Developer
new
South Bay
Developer
new
San Francisco, CA
Data + Analytics
new
Remote
Developer
new
Remote
Developer
new
Chicago, IL
Developer
new
South Bay
Developer
new
San Francisco, CA
Design + UX
new
Remote
Operations
new
San Francisco, CA
Developer
new
Chicago, IL
Developer
new
Remote
Developer
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Sales
new
San Francisco, CA
Product
new
San Francisco, CA
Developer
new
San Francisco, CA
Project Mgmt
new
San Francisco, CA
Project Mgmt
new
South Bay
Project Mgmt
new
South Bay
Project Mgmt
new
San Francisco, CA
Developer
new
Remote
Developer
new
Remote
Data + Analytics
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
Remote
Product
new
San Francisco, CA
Product
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
South Bay
Developer
new
Remote
Sales
new
Chicago, IL
Data + Analytics
new
Chicago, IL
Developer
new
San Francisco, CA
Design + UX
new
Remote
Developer
new
San Francisco, CA
Marketing
new
San Francisco, CA
Operations
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
Remote
Operations
new
Chicago, IL
Project Mgmt
new
San Francisco, CA
Developer
new
South Bay
Developer
new
Chicago, IL
Developer
new
San Francisco, CA
Developer
new
Chicago, IL
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
Chicago, IL
Operations
new
San Francisco, CA
Developer
new
South Bay
Developer
new
San Francisco, CA
Sales
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Operations
new
San Francisco, CA
Marketing
new
San Francisco
Data + Analytics
new
Remote
Project Mgmt
new
Chicago, IL
Developer
new
San Francisco, CA
Operations
new
San Francisco, CA
Product
new
San Francisco, CA
Data + Analytics
new
San Francisco, CA
Developer
new
San Francisco, CA
Project Mgmt
new
San Francisco, CA
Developer
new
Chicago, IL
Sales
new
Phoenix – Mesa – Scottsdale, AZ
Operations
new
Chicago, IL
Operations
new
Chicago, IL
Operations
new
Chicago, IL
Operations
new
San Francisco, CA
Developer
new
South Bay
Operations
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Operations
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Data + Analytics
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Product
new
San Francisco, CA
Marketing
new
San Francisco, CA
Marketing
new
San Francisco, CA
Developer
new
San Francisco, CA
Design + UX
new
San Francisco, CA
Developer
new
San Francisco, CA
Operations
new
San Francisco, CA
Developer
new
San Francisco, CA
Developer
new
South Bay
Developer
new
South Bay
Developer
new
South Bay
Developer
new
South Bay
Developer
new
South Bay
Developer
new
Chicago, IL
Operations
new
Remote
Sales
new
Chicago, IL
Developer
new
Remote
HR + Recruiting
new
Remote
Project Mgmt
new
San Francisco, CA
Project Mgmt
new
Remote
Project Mgmt
new
San Francisco, CA
Sales
new
San Francisco, CA
HR + Recruiting
new
Remote
Marketing
new
San Francisco, CA
Developer
new
South Bay
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Cisco Meraki's full profileSee more Cisco Meraki jobs