Escalations Engineer, Security (MX).

What will you do

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

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

Preferred Qualifications