Our team provides the highest level of technical support for all Cisco Meraki products to our customers, partners, account teams and fellow support engineers. Forget monotony with a new network challenge every single day!
We strive for the highest quality of technical expertise and are empowered to use resources and get creative with our problem solving. Caring deeply for our customers and collaboration are second nature for us. We are uniquely positioned to get customer, support, and sales perspectives to improve product serviceability.
Responsibilities Review and analyze escalation requests to facilitate and triage resolution paths. Responsible for identifying and resolving technical issues across Security and SD-WAN devices.On-site customer engagements for top severity issues when required.Participate in the team’s weekend on-call rotation. Navigate complex situations with diligence, leading cross-functional teams to technical solutions while maintaining an empathetic and resilient approach to all raised issues.Develop and implement systemic approaches to remediate recurring problems, using scripting and data analysis techniques.Handle technical and political conversations. Collaborate with the Product and Engineering teams to report and remediate issues while advocating for the customer. Use the knowledge gained from day-to-day work to create in-depth documentation, enriching the internal knowledge base and empowering colleagues with valuable resources. 20% of your time for professional development Develop competency with Meraki Products, especially Meraki MX.Achieve industry recognized technical certifications relevant to Security and SD-WAN and programming/automation.Attend and represent Meraki at industry meetups, webinars, and conferences. Stay updated on networking standard methodologies and competitor solutions, exploring new tools, and investigating advancements in Security and SD-WAN.Who You Are
As a creative problem solver, you care deeply about what matters to our users, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.
The ideal candidate will possess a unique blend of problem-solving abilities, superior communication skills, technical leadership, and incident resolution expertise. The role demands a professional who can manage high-pressure situations with confidence, providing our customers with exemplary support during critical moments.
Minimum Qualifications 2+ years of experience troubleshooting Meraki MX, Cisco security devices, and handling technical critical customer cases, from start to resolution.2+ years of experience working with security technologies such as Layer 3, layer 4 firewalls, VPN, IPS/IDS, SDWANExperience with basic routing and switching, routing protocols BGP and OSPF.Recorded documentation efforts or public facing technical write-ups as references. Skilled in communicating effectively with both internal and external partners, fostering strong working relationships and collaboration, with the ability to convey complex technical concepts.Preferred Qualifications Programming or automation experience. CCNA Security or equivalent. Outstanding customer service and stakeholder management.Excel in multitasking and thrive in delivering results in time-sensitive situations. Proficient in taking leadership and managing difficult conversations with tact and diplomacy. Ability to work independently and collaboratively in a fast-paced environment. Collaborates within cross-functional teams, fostering a supportive and inclusive environment Why Cisco Meraki
As the leader in cloud-managed IT, Cisco Meraki connects passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters.
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, inspire 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.