Escalations Engineer, Switching (MS) - Poland

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  • Location:
    Krakow, Poland
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1443668
New
Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.


What will you do 

 Our team provides the highest level of technical support for all Cisco Meraki products to our customers, partners, account teams and fellow support engineers. Forget monotony with a new network challenge every single day! 

 We strive for the highest quality of technical expertise and are empowered to use resources and get creative with our problem solving. Caring deeply for our customers and collaboration are second nature for us. We are uniquely positioned to get customer, support, and sales perspectives to improve product serviceability. 


Responsibilities 

 * Review and analyze escalation requests to facilitate and triage resolution paths. 
 * Responsible for identifying and resolving technical issues across Switching devices.
 * On-site customer engagements for top severity issues when required.
 * Participate in the team’s weekend on-call rotation. 
 * Navigate complex situations with diligence, leading cross-functional teams to technical solutions while maintaining an empathetic and resilient approach to all raised issues.
 * Develop and implement systemic approaches to remediate recurring problems, using scripting and data analysis techniques.
 * Handle technical and political conversations. 
 * Collaborate with the Product and Engineering teams to report and remediate issues while advocating for the customer. 
 * Use the knowledge gained from day-to-day work to create in-depth documentation, enriching the internal knowledge base and empowering colleagues with valuable resources. 
 * Use expertise and experience to make high quality serviceability recommendations for products. 
 * Interlock with product teams to provide insights on trends. 
 * Mentor other engineers on sophisticated troubleshooting and debugging techniques. 

20% of your time for professional development 

 * Develop competency with Meraki Products, especially Meraki MS and Cisco Catalyst Switches.
 * Achieve industry recognized technical certifications relevant to Switching and programming/automation.
 * Attend and represent Meraki at industry meetups, webinars, and conferences. 
 * Stay updated on networking standard methodologies and competitor solutions, exploring new tools, and investigating advancements in Switching.



Who You Are 

 As a creative problem solver, you care deeply about what matters to our users, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team. 

 The ideal candidate will possess a unique blend of problem-solving abilities, superior communication skills, technical leadership, and incident resolution expertise. The role demands a professional who can manage high-pressure situations with confidence, providing our customers with exemplary support during critical moments. 



Minimum Qualifications 

 * 4+ years of experience troubleshooting Meraki MS, Cisco Catalyst Switches, and handling technical critical customer cases, from start to resolution.
 * 4+ years of experience working with switching technologies such as Spanning Tree, VLANs
 * Recorded documentation efforts or public facing technical write-ups as references. 
 * Skilled in communicating effectively with both internal and external partners, fostering strong working relationships and collaboration, with the ability to convey complex technical concepts.


Preferred Qualifications 

 * Programming or automation experience. 
 * CCNP ENCOR or equivalent. 
 * Outstanding customer service and stakeholder management.
 * Excel in multitasking and thrive in delivering results in time-sensitive situations. 
 * Proficient in taking leadership and managing difficult conversations with tact and diplomacy. 
 * Ability to work independently and collaboratively in a fast-paced environment. 
 * Collaborates within cross-functional teams, fostering a supportive and inclusive environment 


Why Cisco Meraki 

 As the leader in cloud-managed IT, Cisco Meraki connects passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters. 


 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.
Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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