Escalations Engineer, US

  • Location:
    San Francisco, California, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1219827
New
Meraki is looking for qualified engineers to become the “Support of last resort” for systemic technical issues experienced by our highest-value customers. Due to the cross-functional nature of our organization, the ideal candidate will have excellent communication and interpersonal skills to interact with a large variety of people from organizations within and external to Meraki. An average work week might consist of working on assigned escalations, monitoring/responding to escalation calls/threads, and coding/automating test plans associated with escalations.

 

Responsibilities:

  • Create, execute and analyze technical test plans to obtain data needed to validate mission-critical networks
  • Model RF, network, and application performance using industry-standard tools.
  • Learn quickly, navigate difficult political conversations, and strategically take charge of complex situations
  • Read, weigh in, and potentially scope Support bug issues
  • Create expert-level documentation:
    • Use knowledge gained from escalations work to provide in-depth documentation
    • Present interesting escalations/projects to Support and other Meraki business units to share learnings
  • 20% on-demand travel to customer sites

Professional Development:

  • Obtain certifications and learn programming languages
  • Attend industry meetups, webinars, and conferences
  • Stay current on networking best practices and competitor solutions
  • Explore new tools and investigate advancements in the field of computer networking

Requirements:

  • At least 3 years of experience in a network support role
  • Completion of a professional networking certification
    • Ideally focused on wireless (CWNA, etc.)
  • Experience in completing programming/automation projects
  • Experience in working on high-touch Support escalations
  • Examples of documentation, either external or internal-facing

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