Customer Escalations Engineering Lead

🕒 5 dias atrás

🏄 California, Colorado, +2 estados a mais – Remoto

🏄 California – Remote ⛰️ Colorado – Remote 🌽 Illinois – Remote 🌲 North Carolina – Remote

💵 $183.800 - $263.600 / ano

⏰ Tempo Integral

🟠 Sênior

🧑‍💻 Engenheiro Full-stack

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Cisco

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1984

🔧 Hardware

🔐 Segurança

🏢 Corporativo

Hardware • Security • Enterprise

A Cisco é uma empresa multinacional de tecnologia que fornece hardware de rede, software e serviços para empresas, provedores de serviços e governos. A empresa desenvolve roteadores, switches, transceptores ópticos, silício programável e plataformas de computação de borda, além de oferecer segurança, colaboração (Webex), observabilidade e software habilitado por IA e serviços de suporte para ajudar organizações a projetar, operar e proteger redes e data centers em larga escala. A Cisco também oferece serviços profissionais, treinamentos e soluções gerenciadas em nuvem para apoiar a transformação digital e infraestrutura preparada para IA.

Descrição

• Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations • Lead Pro-active Assurance initiatives that transition CEAD from reactive issue response to earlier risk detection, customer stabilization, and closed-loop product improvement • Stay aware of active customer and partner concerns, platform trends, top issues, customer-impacting product behaviors, and recurring support themes • Represent Support and customer/partner feedback in product decisions, serviceability improvements, issue triage, and defect resolution • Identify systemic or large-impacting issues, coordinate the right collaborators, and raise clarity with leadership when customer or Support impact is significant • Lead sophisticated lab recreates, technical analysis, data gathering, and storytelling for blocking issues, pro-active engagements, and product-quality discussions • Lead serviceability improvements for existing and upcoming Meraki Platform capabilities, including documentation, diagnostics, telemetry, workflows, and support tools • Build, review, and improve support documentation, training material, and timely Support communiques • Seek opportunities for innovation and automation to reduce manual effort, improve resolution speed, increase support quality, and enhance customer outcomes • Mentor senior engineers, aspiring technical leaders, and peers through coaching, delegation, technical guidance, and career-development support

🎯 Requisitos

• 8+ years of IT industry experience in Customer Escalations, Engineering, Technical Support, or related customer-facing technical organizations • Understanding of Meraki Dashboard, cloud-managed networking, support workflows, product serviceability, and customer-impacting platform behavior • Demonstrated experience leading complex technical investigations, critical customer issues, or multi-functional product/serviceability engagements • Experience identifying trends across cases, bugs, telemetry, support signals, customer feedback, and field issues • Validated ability to work with multi-functional collaborators to drive customer outcomes and product improvements • Experience creating support documentation, readiness plans, technical training, or support facing communications

🏖️ Benefícios

• medical, dental and vision insurance • 401(k) plan with a Cisco matching contribution • paid parental leave • short and long-term disability coverage • basic life insurance • 10 paid holidays per full calendar year • 1 floating holiday for non-exempt employees • 1 paid day off for employee’s birthday • paid year-end holiday shutdown • 4 paid days off for personal wellness • 16 days of paid vacation time per full calendar year for non-exempt employees • flexible vacation time off program for exempt employees • 80 hours of sick time off provided on hire date • optional 10 paid days per full calendar year to volunteer