Customer Escalations Engineering Technical Leader

About the Team

The Global Meraki Escalations and Product Specialist Group operates within the CEAD (Customer Escalations Adoption and Deployment) Engineering organization. This team is dedicated to leading Customer Escalations and triaging Customer Facing Defects. They collaborate 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 delighting customers by delivering exceptional products—including Catalyst and Meraki platforms, switching, wireless, and routing—and outstanding support experiences through multi-functional collaboration across Cisco, fostering growth and innovation.

Responsibilities

• Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations. This involves offering 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.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with a Cisco matching contribution.
• Paid parental leave, short and long-term disability coverage, and basic life insurance.
• Grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
• 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 receive 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees.
• Exempt employees participate in Cisco’s flexible vacation time off program, with no defined limit on vacation time (subject to availability and 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 from one calendar year to the next.
• Additional paid time away may be requested to deal with critical or emergency issues for family members.
• Optional 10 paid days per full calendar year to volunteer.
• Eligibility to earn annual bonuses subject to Cisco’s policies (for non-sales roles).
• For sales roles, performance-based incentive pay on top of base salary, split between quota and non-quota components.

Pay

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

Full salary ranges for specific locations:

• 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 quota-based sales roles, the ranges include base pay and sales target incentive compensation combined.