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 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 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 providing technical, tactical, and collaborator guidance.
• 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, and customer configuration context.
• Monitor active customer and partner concerns, platform trends, top issues, and recurring support themes to represent Support and customer feedback in product decisions and serviceability improvements.
• Identify systemic or large-impacting issues, coordinate collaborators, and escalate clarity to 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 Meraki Platform capabilities, including documentation, diagnostics, telemetry, workflows, and support tools.
• 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, 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, 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.
• Crisis Management & Resolution: Extensive experience leading high-visibility engagements (e.g., CAPs, Sev0 incidents, CICs) through complex technical analysis and lab recreates.
• Product Quality Advocacy: Track record of representing customer experience in product development, impacting serviceability, release readiness, and issue resolution.
• Mentorship & Organizational Growth: Commitment to fostering team success through coaching, delegation, and developing senior engineers.

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.
• 10 paid holidays per year plus 1 floating holiday (non-exempt employees).
• 1 paid day off for employee’s birthday, year-end holiday shutdown, and 4 paid days for personal wellness.
• 16 days of paid vacation per year (non-exempt employees) or flexible vacation time (exempt employees).
• 80 hours of sick time on hire and annually, with carryover up to 80 hours.
• 10 paid days per year for volunteering.
• Annual bonuses for non-sales roles (subject to policies).
• Eligibility for Cisco restricted stock units (RSUs) with defined vesting periods.

Pay

Starting salary range: $183,800.00 to $263,600.00 (U.S. and Canada), not including incentive compensation, equity, or benefits. Individual pay is determined by hiring location, market conditions, experience, and qualifications.

For sales roles, the range includes base pay and sales target incentive compensation. Quota-based incentive pay structure:

• 0.75% of incentive target for each 1% of revenue attainment up to 50% of quota.
• 1.5% of incentive target for each 1% of attainment between 50% and 75%.
• 1% of incentive target for each 1% of attainment between 75% and 100%.
• At or above 1% for each 1% of attainment beyond 100% (no cap).

Non-quota-based sales performance elements may pay 0% to 125% of target.

State-specific salary ranges:

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