Cisco Meraki
Cisco Meraki simplifies powerful technology so that passionate people can focus on their mission.

Support Product Specialist - Cellular and Security

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Meraki is looking for qualified network engineers to join its Product Specialist team within Support. As a Support Product Specialist for Meraki’s cellular / security products, you will be an authority in the function of Meraki’s hardware and software products, using your expertise to help identify, present, and prioritize product issues that are discovered by Meraki’s Support team. You will work directly with Product Management and Engineering to ensure that product trends, product serviceability, and the customer experience are represented in the product development lifecycle. An average work week might consist of investigating bug reports, supervising and prioritizing the backlog of bug reports, writing user documentation, and meeting with Meraki’s PM / Engineering teams to discuss issues associated with the Meraki product line.

Responsibilities

  • Work on self-assigned bug reports with a focus on Meraki’s cellular / security product lines that are sent in by our Support engineers, vetting reports for legitimacy and forwarding applicable reports to engineering.
  • Mentor our Support team empathetically on bug report formatting and data gathering.
  • Develop domain expertise on a per-product basis for our diverse product portfolio.
  • As the voice of Support and Meraki’s customers, prioritize the bug backlog by working directly with Engineering and Product Management.
  • Analyze and synthesize data regarding support cases, firmware, software, adoption, feature utilization, performance, etc. to surface potential trends or issues with our products.
  • Write internal-facing user documentation, ensuring that your specialized knowledge is shared with our diverse, global Support team.
  • Influence Meraki’s products by advocating for and helping to create internal and external-facing product supportability features.
  • Keep our Support organization up to date on the latest product developments, bridging product information from PM and Engineering back to our network engineers.

Professional Development

Do you love to pursue networking certifications and are eager to attend industry meetups related to networking? 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:

  • Has a comprehensive understanding of cellular communication principles (IoT based cellular modems/routers, AT commands, QxDM/QCAT, Linux skills, LTE/5G 3GPP/TS specs)
  • Has a comprehensive understanding of network security principles (Firewalling, IPSec VPN, IDS/IPS, Anti-Malware, NAT, Routing)
  • Has hands-on experience identifying and writing bug reports for networking technologies
  • Has experience working with bug tracking / reporting software, such as JIRA or Salesforce
  • Has generated technical troubleshooting or configuration documentation for computer networking technologies
  • Has programming experience with Ruby, Python, and/or SQL
  • Has acquired or are seeking “professional” level networking certification such as CCNP, CCIE, CWAP, CWNE, etc.

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious 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.

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 requires all new hires to be fully vaccinated against COVID-19 in the U.S., 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

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.

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What are Cisco Meraki Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
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 insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
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
Office Perks
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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