Customer Escalations Engineering Lead

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🔥 0 minutes ago

🏄 California, Colorado, +2 more states – Remote

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

💵 $183.8k - $263.6k / year

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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