Cisco Meraki
Cisco Meraki simplifies powerful technology so that passionate people can focus on their mission.
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Support Product Specialist Manager

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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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Cisco Meraki Perks + Benefits

Cisco Meraki Benefits Overview

At Cisco Meraki, we support your passions, development, and wellness, allowing you to thrive inside and outside of the office. We encourage a healthy work-life balance and make it easy for you to bring your whole self to work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Day off for your birthday
Day off for your birthday
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Virtual coaching services
Apprenticeship programs

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