Customer Escalations Engineering Lead

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee the resolution of critical and strategic challenges, including Customer Assurance Programs (CAP), engagements with the Critical Incident Center (CIC), Sev0 incidents, and other high-profile customer scenarios.

• Spearhead Pro-active Assurance initiatives aimed at shifting the Customer Experience and Development (CEAD) team from reactive responses to proactive risk identification, customer stabilization, and continuous product improvement.

• Maintain awareness of ongoing customer and partner issues, platform trends, major challenges, product behaviors impacting customers, and recurring support themes.

• Advocate for Support and customer/partner insights in product decision-making, serviceability enhancements, issue triage, and defect resolution.

• Identify systemic or high-impact issues, coordinate with the appropriate collaborators, and seek clarity from leadership when customer or Support impacts are substantial.

• Conduct advanced lab recreations, technical analyses, data collection, and narrative development for blocking issues, proactive initiatives, and discussions on product quality.

• Drive serviceability enhancements for current and future Meraki Platform capabilities, encompassing documentation, diagnostics, telemetry, workflows, and support tools.

• Develop, review, and enhance support documentation, training materials, and timely communications for Support.

• Pursue opportunities for innovation and automation to minimize manual efforts, enhance resolution speed, elevate support quality, and improve customer outcomes.

• Mentor senior engineers, aspiring technical leaders, and peers through coaching, delegation, technical guidance, and support for career development.

⛳️ Requirements

• A minimum of 8 years of experience in the IT industry, particularly in Customer Escalations, Engineering, Technical Support, or similar customer-centric technical roles.

• Knowledge of the Meraki Dashboard, cloud-managed networking, support workflows, product serviceability, and platform behaviors that affect customers.

• Proven experience in leading intricate technical investigations, addressing critical customer issues, or managing multifunctional product/serviceability engagements.

• Expertise in identifying trends across cases, bugs, telemetry, support signals, customer feedback, and field-related issues.

• Demonstrated ability to collaborate with multifunctional teams to achieve customer outcomes and enhance product offerings.

• Experience in creating support documentation, readiness plans, technical training, or communications directed at support.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with a matching contribution from Cisco.

• Paid parental leave.

• Coverage for short and long-term disabilities.

• Basic life insurance.

• 10 paid holidays each calendar year.

• 1 floating holiday for non-exempt employees.

• 1 paid day off to celebrate the employee’s birthday.

• Paid shutdown during the year-end holiday.

• 4 paid days off dedicated to personal wellness.

• 16 days of paid vacation time each calendar year for non-exempt employees.

• Flexible vacation time off program available for exempt employees.

• 80 hours of sick leave provided upon hire.

• Optional 10 paid days per calendar year designated for volunteering.