1+ months

Escalations Engineer, UK

Cisco Systems Inc.
London, England SW1A 2
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Why you'll love Cisco Meraki

We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You will be part of an organization that cares about its customers, enjoys having fun, and you will take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What does the team do

Our team provides the highest level of technical support for all Cisco Meraki products to our customers, partners, account teams and other support engineers. As a member of this team, you are empowered to work across departments including Support, Sales, Products and Engineering and mobilize resources when necessary.

  • You will join a team of highly skilled technical engineers who are excited to grow into the "Support of last resort" for systemic technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process.
  • Your average workweek might consist of working on assigned critical issues, monitoring/responding to Escalation calls/threads, and coding/automating test plans associated with critical issues.

What will you do

You dedicate 70% of your time to operational responsibilities

  • Review and analyze escalation requests to facilitate and triage resolution paths.
  • Responsible for identifying/resolving technical issues across Merakis full-stack solution.
  • Includes Wireless, Routing, Switching, Application domain.
  • Perform on-site engagement for top severity issues where required.
  • Navigate diligently through challenging situations and drive varied functional teams towards a technical solution. Maintain an empathetic and gritty approach to all raised issues.
  • Build a systemic approach to remediate recurring problems (scripting, data analysis)
  • Maintain a professional profile, both technically and politically, within incident management

You dedicate 20% of your time to professional development

  • You focus on achieving technical certifications, developing programming/ scripting skills
  • You attend and represent Meraki at industry meetups, webinars, and conferences
  • You stay updated on networking standard methodologies and competitor solutions
  • Explore new tools and investigate advancements in the field of technology

You dedicate 10% of your time to contribute to expert-level documentation

  • You use the knowledge gained from day to day work to provide in-depth documentation to build internal knowledge base.
  • You articulate interesting issues/projects to Support and other Meraki Business Units.

Desired Skills

  • You have proven problem-solving skills in either R&S, Wireless or Network Security technology domains.
  • You have validated ownership of handling critical technical incidents from start to finish (including verbal and written communication efforts). 
  • You have played a key role in leading and coordinating efforts towards resolution.
  • You have recorded documentation efforts or public facing technical write-ups as references.
  • You can use Wiresharks statistical tools to analyze and diagnose network problems.
  • (Optional) You have experience in completing a programming/automation project.

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.

At Cisco Meraki, we do not just accept difference it is one of our key values. Everybody-In means we listen to each others opinions. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Posted: 2020-02-21 Expires: 2020-04-23

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Escalations Engineer, UK

Cisco Systems Inc.
London, England SW1A 2
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