Customer Escalations Engineering Lead

🕒 il y a 14 jours

🏄 California, Colorado, +2 états de plus – Distant

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

💵 $183 800 - $263 600 / an

⏰ Temps Plein

🟠 Senior

🧑‍💻 Développeur Full-Stack

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Cisco

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1984

🔧 Matériel

🔐 Sécurité

🏢 Entreprise

Hardware • Security • Enterprise

Cisco est une entreprise multinationale de technologie qui fournit du matériel, des logiciels et des services de réseau aux entreprises, aux fournisseurs de services et aux gouvernements. Elle construit des routeurs, des commutateurs, des émetteurs-récepteurs optiques, du silicium programmable et des plateformes d'informatique de périphérie, et offre des services de sécurité, de collaboration (Webex), d'observabilité et des logiciels et services de support basés sur l'IA pour aider les organisations à concevoir, exploiter et sécuriser des réseaux et des centres de données à grande échelle. Cisco propose également des services professionnels, des formations et des solutions gérées par le cloud pour soutenir la transformation numérique et les infrastructures préparées pour l'IA.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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