Customer Escalations Engineering Lead

Cisco

Customer Escalations Engineering Technical Leader focusing on Meraki Platform at Cisco. Leading resolution for critical issues and driving product improvements through proactive assurance initiatives.

Posted 7/24/2026full-timeRemote • California, Colorado, Illinois, North Carolina • 🇺🇸 United StatesSenior💰 $183,800 - $263,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer escalations and technical support initiatives, with a strong focus on proactive assurance, serviceability improvements, and effective communication. Capable of mentoring technical teams and driving product enhancements through data analysis and collaboration.

Highest-signal resume keywords

Customer Escalation ManagementTechnical Investigation LeadershipMeraki Dashboard ProficiencySupport Documentation CreationMulti-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AnalysisData GatheringIssue ResolutionProduct ServiceabilityCloud-Managed NetworkingSupport WorkflowsTrend IdentificationProactive AssuranceAutomation OpportunitiesComplex Problem Solving

Soft Skills

MentoringCoachingCommunicationCollaborationLeadership

Tools & Technologies

Meraki PlatformSupport ToolsTelemetryDocumentation ToolsTraining Material Development

Industry Keywords

Customer SupportTechnical SupportIT IndustryCritical Incident ManagementService Improvement

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead resolution for critical and strategic issues, including CAP, Critical Incident Center (CIC) engagements, Sev0 incidents, and other high-visibility customer situations
Lead Pro-active Assurance initiatives that transition CEAD from reactive issue response to earlier risk detection, customer stabilization, and closed-loop product improvement
Stay aware of active customer and partner concerns, platform trends, top issues, customer-impacting product behaviors, and recurring support themes
Represent Support and customer/partner feedback in product decisions, serviceability improvements, issue triage, and defect resolution
Identify systemic or large-impacting issues, coordinate the right collaborators, and raise clarity with leadership when customer or Support impact is significant
Lead sophisticated lab recreates, technical analysis, data gathering, and storytelling for blocking issues, pro-active engagements, and product-quality discussions
Lead serviceability improvements for existing and upcoming Meraki Platform capabilities, including documentation, diagnostics, telemetry, workflows, and support tools
Build, review, and improve support documentation, training material, and timely Support communiques
Seek opportunities for innovation and automation to reduce manual effort, improve resolution speed, increase support quality, and enhance customer outcomes
Mentor senior engineers, aspiring technical leaders, and peers through coaching, delegation, technical guidance, and career-development support

Requirements

What you’ll need

8+ years of IT industry experience in Customer Escalations, Engineering, Technical Support, or related customer-facing technical organizations
Understanding of Meraki Dashboard, cloud-managed networking, support workflows, product serviceability, and customer-impacting platform behavior
Demonstrated experience leading complex technical investigations, critical customer issues, or multi-functional product/serviceability engagements
Experience identifying trends across cases, bugs, telemetry, support signals, customer feedback, and field issues
Validated ability to work with multi-functional collaborators to drive customer outcomes and product improvements
Experience creating support documentation, readiness plans, technical training, or support facing communications

Benefits

Comp & perks

medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year for non-exempt employees
flexible vacation time off program for exempt employees
80 hours of sick time off provided on hire date
optional 10 paid days per full calendar year to volunteer