Network Support Engineer Cisco Meraki (Mexico City)

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1442223

Applications are accepted until further notice.

*Candidates must be proficient in fluent English, speaking and writing, to perform the functions of the role effectively*

**Must be located within a commutable distance to the Mexico City Cisco office and be able to be onsite 2 days per week** 


Meet the Team 

As a Cisco Meraki Network Support Engineer, you will provide exceptional technical support for our growing client and partner base. As a confident and outspoken decision maker, you will investigate and resolve problems for the entire Meraki product line, including our wireless access points, security appliances, switches, and other technologies. Our support engineers are foremost problem-solvers, passionate about networking, and we seek hard-working, and tech-savvy individuals to build upon our always growing product lines and teams. Our customer-facing role will expose you to a diverse group of teams within Meraki - including but not limited to Engineering, Product Management, and Sales - providing opportunities for career growth in a lively ad fast-paced environment.

Within our Support Team, we see the problems our customers experience firsthand, and we can influence the direction of our organization and products! We are looking for people who like to take charge, plan, and guide others through sophisticated problems, and can both teach and learn from those around them. Successful Support Engineers have previous experience in supporting or testing LANs, VLANs, VPNs, NAT devices, APIs, DHCP servers, experience installing and solving problems with WIFI networks. Additionally, they also can multi-task while thinking on their feet. 

Your Impact 

  • Effectively work alongside third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
  • Diagnose and solve wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
  • Own each customer case from initial creation to resolution.
  • Collaborate with other support team members to fix network outages, incorrect configurations, and sophisticated networking issues on customers' devices.
  • Read and analyze packet captures using Wireshark.
  • Work with our engineering and product management teams to diagnose and resolve critical, escalated issues.
  • Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services.
  • Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
  • Stay up to date on Meraki features and technology by completing instructor-led and self-paced

Minimum Qualifications

Preferred Qualifications

  • Networking certifications a plus: CCNA, CCNP, CWNA, etc.
  • Working towards or have a bachelor’s degree in computer information technology, Information and Computer Technology, Networking and IT Security, or a related field.
  • Ability to multitask and work under stress.
  • Experience in computer networking-related problem solving, critical thinking, and troubleshooting.
  • Ability to clearly and concisely articulate both technical and non-technical concepts to third parties.

 

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. Simply put – we power the future.

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.

Must be located within a commutable distance to the Mexico City Cisco office and be able to be onsite 2 days per week.A foundational understanding of and firsthand experience with network technologies including firewalls, content filters, routing/switching, VLANs, VPNs, and 802.11a/b/g/n/ac wireless.Detailed and thorough comprehension of networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.Experience supporting or testing LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers.Outstanding written and verbal English communication. Plus, strong customer service skills.Excellent time management, follow-through, and attention to detail.
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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