We're looking for a Software Engineer focused on designing and building scalable technical solutions. This mid level role requires 8+ years of relevant experience.
About the role
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.
Strategic Influence& Collaboration: Demonstrated ability to act as a trusted advisor, effectively navigating and influencing outcomes across Engineering, Product Management, and Support teams to resolve systemic issues.
Pro-active Technical Leadership: Expertise in shifting from reactive fix to pro-active risk detection, using telemetry, field trends, and dashboard intelligence to stabilize customer environments.
Crisis Management& Resolution: Extensive experience leading high-visibility, critical engagements (e.g., CAPs, Sev0 incidents, CICs) through complex technical analysis, lab recreates, and clear, actionable storytelling.
Product Quality Advocacy: A track record of representing the customer experience in product development cycles, directly impacting serviceability, release readiness, and issue resolution strategies.
Mentorship& Organizational Growth: A commitment to fostering team success through active coaching, delegation, and the development of senior engineers, ensuring a pipeline of technical leadership and shared accountability.
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer