Customer Escalations Engineering Lead

🕒 vor 9 Tagen

🏄 California, Colorado, +2 weitere Bundesländer – Remote

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

💵 $183.800 - $263.600 / Jahr

⏰ Vollzeit

🟠 Senior

🧑‍💻 Full-Stack-Entwickler

🦅 H1B-Visum-Sponsor

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Cisco

WebsiteLinkedInAlle Stellen

10.000+ Mitarbeiter

Gegründet 1984

🔧 Hardware

🔐 Sicherheit

🏢 Unternehmen

Hardware • Security • Enterprise

Cisco ist ein multinationales Technologieunternehmen, das Netzwerkinfrastruktur, Software und Dienstleistungen für Unternehmen, Dienstanbieter und Regierungen anbietet. Es produziert Router, Switches, optische Transceiver, programmierbare Chips und Edge-Computing-Plattformen und bietet Sicherheitslösungen, Zusammenarbeitstools (Webex), Überwachungsmöglichkeiten sowie KI-gestützte Software und Support-Dienstleistungen, um Organisationen beim Design, Betrieb und Schutz großflächiger Netzwerke und Rechenzentren zu unterstützen. Cisco liefert zudem professionelle Dienstleistungen, Schulungen und cloudverwaltete Lösungen, um die digitale Transformation und eine KI-bereite Infrastruktur zu fördern.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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