Customer Escalations Engineering Technical Leader

Application window closes on 10/23/2026 or earlier if the position is filled.

About the Team

The Global Meraki Escalations and Product Specialist Group operates within the CEAD (Customer Escalations Adoption and Deployment) Engineering organization. This team leads Customer Escalations and triages Customer Facing Defects, collaborating closely with Meraki Support, Development Engineering, and Product Management teams to ensure a top-tier Customer and Support Experience. The CEAD team is committed to delivering exceptional products—including Catalyst and Meraki platforms, switching, wireless, and routing—and outstanding support experiences through multi-functional collaboration across Cisco.

Responsibilities

• Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations by offering technical, tactical, and collaborator guidance to enhance quality, customer outcomes, and resolution paths.
• Drive Pro-active Assurance initiatives to transition CEAD from reactive issue response to earlier risk detection, customer stabilization, and closed-loop product improvement using Meraki Dashboard intelligence, critical metric signals, customer configuration context, release-readiness insights, and field trends.
• Monitor 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 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.
• Drive serviceability improvements for existing and upcoming Meraki Platform capabilities, including documentation, diagnostics, telemetry, workflows, and support tools.
• Lead 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.
• 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 fixes 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 development of senior engineers, ensuring a pipeline of technical leadership and shared accountability.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with Cisco matching contribution.
• Paid parental leave, short and long-term disability coverage, and basic life insurance.
• Restricted stock units (RSUs) with vesting periods.
• Paid time off:
  • 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees.
  • 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness.
  • Non-exempt employees: 16 days of paid vacation per full calendar year (accrued at 4.92 hours per pay period).
  • Exempt employees: Flexible vacation time off with no defined limit (subject to business limitations).
  • 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward.
  • Additional paid time away for critical or emergency family issues.
  • Optional 10 paid days per full calendar year to volunteer.
• Annual bonuses for non-sales roles (subject to Cisco’s policies).
• For sales roles: Performance-based incentive pay split between quota and non-quota components, with uncapped earnings potential beyond 100% attainment.

Pay

The starting salary range for this position is $183,800.00 to $263,600.00 for new hires in the U.S. and Canada, not including incentive compensation, equity, or benefits. Individual pay is determined by hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and training.

Full salary ranges by location:

• New York City Metro Area: $183,800.00 - $303,100.00
• Non-Metro New York State & Washington State: $163,600.00 - $269,800.00

For sales roles, the ranges include base pay and sales target incentive compensation combined. Employees in Illinois will participate in a unique time off program to meet local requirements.