Support Product Specialist Manager

Cisco Meraki

Location: Chicago, Illinois, San Francisco, California

Job Type: Full time

Last updated

Be brave, not perfect.
- Reshma Saujani

Cisco Meraki is the industry leader in simple, secure, intelligent networking and IoT platforms. We empower organizations everywhere – from local libraries to global hotels – to focus on their mission and have technology that simply works. Cisco has been named #1 Best Company to Work For in the U.S. by Fortune in 2021 and 2022!

What we're looking for

As a manager for the Support Product Specialists team at Meraki, you will supervise Meraki’s most experienced network engineering team. As a team of tier 3 product experts, SPS assists our network support engineers, product managers, and software developers by owning all bug reports, defects, and poor customer experiences within Support. As an SPS Manager, you’ll take ownership of Meraki’s product portfolio, working with your team of senior engineers to prioritize defects and product enhancements, analyzing our Support data for trends and anomalies, identifying product and customer experience improvements, and building a culture of product quality and Support-driven product development.

Responsibilities

Lead the SPS team: facilitate SPS meetings, prioritize incoming project work, provide empathetic and growth-oriented feedback for SPS members, and identify new areas for investment as part of our OKR planning and review cycles

Develop and grow the SPS team: hold weekly 1:1s with SPS members, review and monitor KPIs for the team, survey and elevate the SPS team’s critical feedback, create training opportunities for team members

Present high-quality, data-driven insights (from our Support, SPS, and Escalations case data) to our Support, Engineering, and PM leadership teams to advance our culture of product quality and supportability

Identify improvement opportunities and areas to: reduce our Support case volume, reduce our bug volume, reduce customer effort, and improve the lives of our network support team

Promote a team culture of thoughtful critique and radically candid feedback

Actively seek, identify, and assist with onboarding talent into SPS

Professional Development

Do you love to pursue networking certifications? Are you eager to attend industry meetups that relate to networking, programming, or CX? On the Support Product Specialists team, we strongly value your continued professional development. We encourage you to spend 20% of your time:

  • Acquiring certifications and learning programming languages
  • Performing in-depth exploration of Meraki products
  • Attending industry meetups, webinars, and conferences
  • Exploring new tools and advancements in the field of computer networking

Preferred Qualifications

You have 5+ years of experience managing a team of network or software engineers

You have experience identifying and writing bug reports for networking technologies

You have presented to Support, PM, and Engineering teams on product quality data and insights

You have generated technical troubleshooting or configuration documentation for computer networking technologies

You have obtained or are seeking “professional” level networking certification such as CCNP, CCIE, CWAP, CWNE, etc.

Are you wondering what it's like to work at Cisco Meraki? Picture a beautiful office, healthy catered meals, fully stocked kitchens, onsite gym and paid time off to volunteer for causes you believe in. Cisco Meraki has created an amazing equal opportunity focused office where employees thrive. We are confident you will love it here. Check out more of our benefits on our job page, at https://meraki.cisco.com/jobs, and we look forward to talking with you soon.

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking daring risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

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, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.

Cisco Covid-19 Vaccination Policy

The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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