Job description


  • Entry level
  • No Education
  • Salary $18,000.00 - $30,000.00 unpaid work
  • San Francisco


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 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 an Escalations Team Lead who can handle the day-to-day operations of our local team, and who will support our high-touch Escalations Engineers as they serve Cisco Meraki’s customers.
You will be the single point of contact for local, team-related issues, and you will have the ability to exercise your technical skills through tactful ownership of a handful of advanced cases.
You're average work week might consist of working or delegating incoming issues, ensuring Escalations’ voice is present in meetings with Engineering and Product Management, and working on strategic projects to improve the existing workflow.
Who you'll work with
Cisco Meraki's Escalation team provides the highest level of technical support for all Cisco Meraki products to Cisco customers, partners, account teams and other support engineers. As a part of this team, you are empowered to work across departments and mobilise resources when necessary.
Who you are
You dedicate 40% of your time to team leadership
You will be responsible for the local weekly Network Support Engineer rotation program to familiarise the larger community with Escalations operations
You thoughtfully assign incoming critical issues based on skill set and availability and provide timely feedback on the political and technical merits of action plans for the team’s active critical issues
You regularly sync with Support management to actively uncover potential customer concerns
You lead recurring 1-on-1 sessions with the local team members and reward and recognise team members for excellence in their work
You facilitate daily stand-up and hand-off meetings with other global centers and ensure participation in bi-weekly sessions to review Tier 2 escalations
You dedicate 25% of your time to operational responsibilities
You judiciously take on active/incoming issues while prioritizing supervisory responsibilities
You navigate difficult political conversations and strategically take charge of complex situations
You review and provide feedback on Root Cause Analysis (RCA) documents and technical action plans crafted by the team
You dedicate 15% of your time to team development
You provide input to the Escalations Manager on workload and growth indicators, success measures, individual performance and development initiatives for the team (programming, certifications, product cross-trainings, documentation)
You stay updated on new Escalations Processes and consistently look for ways to continuously improve the workflow
You lead/participate in large-scale projects like building the structure for proactive customer engagement model at a company level
You actively seek, identify, and assist with onboarding talent into the team from the wider Support organization (or externally)
You dedicate 20% of your time to professional development
You focus on Leadership Trainings like, design thinking, advanced presentation skills, influence and persuasion, effective team communication and others from Cisco Team Leadership Development catalog.
You Focus on Technical Trainings like certifications and programming languages and cross-training and in-depth exploration of Meraki/Cisco products
You attend industry meetups, webinars, and conferences
Desired Skills
You have a Professional-level networking certification and have practical knowledge of programming languages such as python or bash
You have a portfolio of 5 documentation efforts and have shown success in design/implementation and fixing enterprise-grade networks
You have validated troubleshooting skills with wireless, R&S, Network security protocols (such as ASA, Firewall, VPN) or closed-circuit video based large scale deployments
You have working experience in a Senior Technical or Team Manager/Lead role and have completed of a performance evaluation process with direct reports
Your Success Metrics
Delivery of core business

About the company

At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.

We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.

Learn why Cisco is a great place to work and what we offer you.

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