Escalations Engineer - Senior (Chicago / Remote) at Cisco Meraki

| Chicago
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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'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What you'll do
  • You will be a part of a Technical Service team of outstanding 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.
  • You might also have 20% travel
Who you'll work with

We are an organization that provides the highest level of technical support for all Cisco Meraki products to Cisco customers, partners, account teams and other support engineers. As a valued member of this team, you are empowered to work across departments and mobilize resources when vital.

Who you are

You dedicate 60% of your time to operational responsibilities

  • You build, execute and analyze technical test plans to acquire data needed to validate mission-critical networks
  • You model RF, network, and application performance using industry-standard tools.
  • You learn swiftly to navigate difficult political conversations, and strategically take charge of complex situations
  • You read, weigh-in, and potentially scope defects

You dedicate 25% of your time to professional development

  • You focus on certifications and learn programming languages
  • You attend industry meetups, webinars, and conferences
  • You are up to speed on the latest in networking standard methodologies and competitor solutions
  • Explore new tools and investigate advancements in the field of computer networking

You dedicate 15% of your time to expert-level documentation

  • You use the knowledge gained from operational work to provide in-depth documentation both to both internal and external audiences
  • You present interesting escalations/projects to other teams and business units to share expertise and product insights
Desired Skills
  • 5+ Years of experience in a customer facing networking position, including high impact tier II and III customer issues
  • You are actively enrolled in or have completed professional-level or expert-level networking certifications (CWAP, CWNE, CCNP, CCIE, etc)
  • You have experience completing a programming/automation project
  • You are proficient in customer service and stakeholder management
  • You have exposure handling critical issues
  • You have recorded documentation efforts
  • You have validated troubleshooting skills within wireless, cellular networking, routing, switching, or network security technologies (security appliances, firewalls, VPN, IDS/IPS)
  • You are able to work on sophisticated issues across globally dispersed teams

Why Cisco Meraki?

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold 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 inspiring leaders, tech geeks, pop culture connoisseurs, 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

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.

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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Backbone.jsFrameworks

Location

We are located in the West Loop, one of Chicago's fastest-growing neighborhoods surrounded by a slew of new restaurants & art galleries.
The Greek word "Meraki" in Cisco Meraki translates to "soul, creativity, love": Here's why

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An Insider's view of Cisco Meraki

What are some social events your company does?

Meraki Chicago hosts several social events. Some current and past events include weekly yoga and meditation sessions and cocktail classes, cooking classes, drag bingo, talent shows, and more!

Javana

Operations Supervisor

What does your typical day look like?

Badge in the door nearest the espresso machine and make latte art in the form of the Cisco logo. Work can range from teaching customers how RF works to designing multi-site Meraki networks. When I'm not evangelizing customers, teaching Networking-101, or handling escalations, I make easy work of those foolish enough to challenge me at ping pong.

Zakariya

Systems Engineer

How do you make yourself accessible to the rest of the team?

By simply just being around. In addition to the regularly scheduled one on one meetings I have with everyone, I make sure that my team knows I am always here to help, in any situation.

Lorenzo

Netowrk Support Manager

What are Cisco Meraki Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Cisco Meraki has an Employee Experience team dedicated to ensuring that each Merakian has the best experience during their time at Meraki.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
CAAN, Conexion, Connected Black Professionals, Inked, Meraki Gives, Meraki Veterans, Parents @Meraki, QFAM, Women of Meraki
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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