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Customer Escalations Engineering Lead
Location
California + 3 moreAll locations: California | Colorado | Illinois | North Carolina
Posted
2 days ago
Salary
$183.8K - $263.6K / year
Seniority
Senior
Job Description
Customer Escalations Engineering Lead
Cisco
• 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
Job 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
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