Leader, Technical Support Available in 19 locations Available in 19 locations Associated with 2 categories Associated with 2 categories

Job Description

Job DescriptionAbout the Team: The Global Meraki Escalations and Product Specialist Group is part of the Catalyst and Meraki CEAD (Customer Escalations Adoption and Deployment) Engineering organization. This group’s primary responsibility is to handle Customer Escalations and triage Customer Facing Defects. They work closely with Meraki Support, Platform and Product Engineering and Product Management organizations to deliver top class Customer and Support Experience.

As a People Leader within the Meraki Escalations Engineering organization, the desired candidate will:Oversee the work of Escalation Engineers and Product Specialists within the Meraki Dashboard product domain. Take accountability for driving customer escalations (Executive Escalations) through to resolution and closure. Handle difficult conversations with customers and key stakeholders confidently and professionally during escalations. Partner closely with regional and technology counterparts to deliver operational excellence for customers, partners, and internal teams.

Drive high-quality standards for Customer Found Defect (CFD) triage and issue scoping. Monitor key performance indicators and quality measures for escalations and CFDs.

Collaborate cross-functionally with Development Engineering, Product Management, Sales, and Support teams with a strong closed-loop mindset. Provide thought leadership on serviceability, support readiness, documentation, process, and training. Guide and support team members in professional development, performance management, and career progression.

Communicate effectively to ensure the team remains informed of company, organization, and team priorities. Lead and participate in team rituals including team meetings, 1:1 syncs, and group/product-specific sessions. Maintain a positive outlook and leadership presence in a fast-paced, dynamic environment.

Advocate for AI and automation to enhance products, services, and operational efficiency. Required Experience/ Knowledge/ Skills:10+ years of overall experience in IT Services/ Engineering organizations with global presence, with 7+ years as a People Leader.

University Degree in IT or a related major. Strong working knowledge of IT Networking products, backend infrastructure (Cloud & On-Prem) and their application towards delivering business outcomes. Demonstrates a solid understanding of the Meraki Dashboard and product portfolio.

Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.

These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless.

We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.

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