Customer Escalations Engineering Technical Leader

About the role

The Customer Escalations Engineering Technical Leader role focuses on Meraki Platform (Dashboard and Licensing), leading resolution for critical and strategic issues, and driving pro-active assurance initiatives.

Responsibilities

• Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations.
• Offer technical, tactical, and collaborator guidance to enhance quality, customer outcomes, and resolution paths.
• Lead Pro-active Assurance initiatives that transition CEAD from reactive issue response to earlier risk detection, customer stabilization, and closed-loop product improvement by using Meraki Dashboard intelligence, critical metric signals, customer configuration context, release-readiness insights, and field trends.
• Stay closely 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 or guide 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, as well as support readiness efforts for new platform features, releases, product changes, process updates, and customer-impacting launches.
• 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.

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.

Preferred Qualifications

• Strategic Influence & Collaboration: Demonstrated ability to act as a trusted advisor, effectively navigating and influencing outcomes across Engineering, Product Management, and Support teams to resolve systemic issues.
• Pro-active Technical Leadership: Expertise in shifting from reactive fix to pro-active risk detection, using telemetry, field trends, and dashboard intelligence to stabilize customer environments.
• Crisis Management & Resolution: Extensive experience leading high-visibility, critical engagements (e.g., CAPs, Sev0 incidents, CICs) through complex technical analysis, lab recreates, and clear, actionable storytelling.
• Product Quality Advocacy: A track record of representing the customer experience in product development cycles, directly impacting serviceability, release readiness, and issue resolution strategies.
• Mentorship & Organizational Growth: A commitment to fostering team success through active coaching, delegation, and the development of senior engineers, ensuring a pipeline of technical leadership and shared accountability.

Pay

The starting salary range for this position is $183,800.00 to $263,600.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation, equity, or benefits.