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Customer Escalations Engineer - Security/SD-WAN

Company: Cisco Systems, Inc.
Location: San Jose
Posted on: May 26, 2023

Job Description:

The Escalations Team at Cisco Meraki is hiring. We are looking forward to welcoming applications qualified individuals who are technology enthusiasts and love problem-solving.The TeamWe are a team that serves as the last point of technical escalation. We lead complex and critical network problems to resolution when these issues cannot be resolved through the normal support process. 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.When the situation calls for, we may have to travel for 10-15% of the timeJob ResponsibilitiesBe the technical resolution owner and voice of authority representing Cisco Meraki supportReview the reported issue and work with support to ensure the problem is accurately scoped.Analyze data and provide the next stepsCreate and implement plans to replicate customer issues to expedite resolutionNavigate the technical and political conversationsCollaborate with product and engineering teams to report, remediate issues while advocating for the customerWork with members across departments to effectively resolve issuesUse the knowledge gained to contribute to the knowledge base via documents and trainingProfessional DevelopmentWe encourage and value your professional development. Plan and use up to 20% of your time to develop yourself. This may look like this:Choosing and specializing in Cisco Meraki Products and technologies of interestFocusing on certifications and programming languagesAttending industry meetups, webinars, and conferencesLearning the latest on networking industry standards and competitor solutionsExploring new tools and investigating advancements in the field of computer networkingDesired SkillsTechnical:You have 2-3 years of experience working with security technologies such as Layer 3, layer 4 firewalls, VPN, IPS/IDS, SDWANYou have experience with basic routing and switching, routing protocols BGP and OSPF.You have troubleshooting experience with security devices , technologies and protocolsYou have familiarity with Meraki MX devices and Cisco devices is preferred. Knowledge of additional products in this domain is a plusYou have associate-level certification such as CCNA, CCNA-Security preferredCustomer Support:You have experience identifying and handling critical issuesYou are proficient in customer service and stakeholder managementYou are adept at taking charge and navigating difficult conversationsYou have recorded documentation effortsYou are proficient in solving network issues and are a good problem solver
Why Cisco MerakiWe connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays, and learns. We are inspiring leaders, tech geeks, pop culture connoisseurs, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Keywords: Cisco Systems, Inc., San Jose , Customer Escalations Engineer - Security/SD-WAN, IT / Software / Systems , San Jose, California

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