Why you'll love Cisco Meraki
We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You will be part of an organization that cares about its customers, enjoys having fun, and you will take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.
What does the team do
Our team provides the highest level of technical support for all Cisco Meraki products to our customers, partners, account teams and other support engineers. As a valued member of this team, you are empowered to work across departments including Support, Sales, Products and Engineering and mobilize resources when necessary.
- You will join a team of highly skilled technical engineers who are excited to grow into the "Support of last resort" for systemic technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process.
- Your average workweek might consist of working on assigned critical issues, monitoring/responding to Escalation calls/threads, and coding/automating test plans associated with critical issues.
What will you do
70% of your time for operational responsibilities
- Review and analyze escalation requests to facilitate and triage resolution paths.
- Responsible for identifying/resolving technical issues across Meraki’s full-stack solution.
- Includes Wireless, Routing, Switching, Application domain.
- Perform on-site engagement for top severity issues where required.
- Participate in the teams weekend on-call rotation
- Navigate diligently through challenging situations and drive varied functional teams towards a technical solution. Maintain an empathetic and gritty approach to all raised issues.
- Build a systemic approach to remediate recurring problems (scripting, data analysis)
- Maintain a professional profile, both technically and politically, within incident management
- When the situation calls for, we may have to travel for 10-15% of the me
20% of your time for professional development
- Focus on achieving technical certifications, developing programming/ scripting skills
- Attending and representing Meraki at industry meetups, webinars, and conferences
- Staying updated on networking standard methodologies and competitor solutions
- Explore new tools and investigate advancements in the field of technology
10% of your time to contribute to expert-level documentation
- Use the knowledge gained from day to day work to provide in-depth documentation to build internal knowledge base.
- Articulate interesting issues/projects to Support and other Meraki Business Units.
Desired Skills
- Proven problem-solving skills in switching and layer 2 technologies such as Spanning Tree, VLANs.
- Familiarity with Meraki MS devices and Cisco catalyst switches is preferred.
- Validated problem-solving skills in R&S, Wireless or Network Security technology domains.
- Validated ownership of handling critical technical incidents from start to finish (including verbal and written communication efforts). You have played a key role in leading and coordinating efforts towards resolution.
- You have recorded documentation efforts or public facing technical write-ups as references.
- You can use Wireshark’s statistical tools to analyze and diagnose network problems.
- (Optional) You have experience in completing a programming/automation project.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.
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Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.