Customer Escalations Engineering Technical Leader

Cisco
San Francisco, San Jose, Chicago, Colorado, Illinois, North Carolina, California, Texas, Oregon, Idaho, Delaware
Workplace: RemoteFull timeUSD 183,800 - 263,600 annuallyFunction: Administration & Executive AssistanceExperience: 8+ yearsSkills: ["Mentorship","Collaboration","Crisis management","Technical leadership","Customer advocacy"]

Lead resolution of critical and strategic customer issues for Meraki Platform (Dashboard and Licensing), coordinating technical investigations, lab recreates, and pro-active assurance to move CEAD from reactive response to earlier risk detection. Use Meraki Dashboard intelligence, telemetry, release-readiness insights, and field trends to stabilize customers and drive closed-loop product improvements. Own serviceability improvements, support readiness, and support documentation/training, while mentoring senior engineers and technical leaders.

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FursaFursa
Cisco
Cisco
4 weeks ago

Customer Escalations Engineering Technical Leader

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead resolution of critical and strategic customer issues for Meraki Platform (Dashboard and Licensing), coordinating technical investigations, lab recreates, and pro-active assurance to move CEAD from reactive response to earlier risk detection. Use Meraki Dashboard intelligence, telemetry, release-readiness insights, and field trends to stabilize customers and drive closed-loop product improvements. Own serviceability improvements, support readiness, and support documentation/training, while mentoring senior engineers and technical leaders.
Location: San Francisco, San Jose, Chicago, Colorado, Illinois, North Carolina, California, Texas, Oregon, Idaho, Delaware
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Lead resolution for critical and strategic customer issues, including CAP, CIC engagements, Sev0 incidents, and other high-visibility situations.
  • •Drive pro-active assurance initiatives to detect risks earlier, stabilize customer environments, and enable closed-loop product improvement using dashboard intelligence and field trends.
  • •Represent Support and customer/partner feedback in product decisions, serviceability improvements, issue triage, and defect resolution.
  • •Lead serviceability and support readiness improvements for Meraki Platform capabilities, including documentation, diagnostics, telemetry, workflows, and support tools.
  • •Mentor senior engineers and technical leaders through coaching, delegation, technical guidance, and career-development support.

Pay and Benefits

Salary: USD 183,800 - 263,600 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeaveDisabilityBasic LifePaid HolidaysPaid Leave

Key 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 and critical customer issues or multi-functional product/serviceability engagements.
  • •Experience identifying trends across cases, bugs, telemetry, support signals, customer feedback, and field issues.
  • •Experience creating support documentation, readiness plans, technical training, or support-facing communications.
Experience:8+ yearsIT industryCustomer escalationsTechnical supportNetworkingCloud-managed networking
Skills:MentorshipCollaborationCrisis managementTechnical leadershipCustomer advocacy
Tech Stack:Meraki DashboardCloud-managed networkingTelemetryDiagnosticsTelemetry intelligenceRelease-readiness insightsLab recreatesMeraki Platform

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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