Escalations Manager
San Francisco, CA

Job Description

Meraki is looking for a Support leader that is excited to grow and evolve our global Escalations team into the next generation of high-touch technical support for Meraki's most valuable customers. You will lead a team of highly skilled escalations engineers that assist in coordinating engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve overall customer experience. An average work day may consist of strategically monitoring incoming escalations, monitoring the progress of escalation call/threads, and holding one-on-ones with direct reports.This position requires 10% scheduled travel.

Daily Responsibilities:

* 40% team management
* Facilitate daily stand-up and global handoff meetings
* Oversee the weekly Network Support Engineer rotational program
* Assign, review, and conduct post-mortems on escalations
* Provide feedback on political and technical action plans for active escalations
* Propagate the creation of in-depth documentation and lunch-and-learns from the knowledge that is gained from escalations work
* Promote a strong documentation-first team culture with an editor's eye for detail
* Preside over new, difficult situations with a controlled, scientific approach to problem-solving
* Lead regular one-on-one check-in meetings with each team member
* 40% team development
* Work with the team to refine decision-making metrics regarding:
* Escalations workload and growth indicators
* Escalations on-site engagement
* Escalations adoption of Support cases
* Lead professional development initiatives for the team (programming, certifications, etc.)
* Work with internal Meraki business units to deliver a clear understanding of the Escalations process and solicit feedback
* Strategically plan, execute, and measure improvements to the Escalations process
* Develop the key performance indicators to articulate Escalations' business value at Meraki
* Raise the Escalations' team profile within the Support team by finding ways to better broadcast the team's work and methodologies
* Actively seek, identify, and onboard talent into Escalations from the wider Support organization and external sources
* 20% 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

Qualifications:

* Minimum 3 years experience as part of a technical support organization; minimum 1 year direct management experience
* Bachelor's degree or higher in a technical field
* Experience managing a team of approximately 6 or more direct reports
* Proven experience in managing and resolving critical escalations
* Well versed in carrying out performance evaluations for team members

Who you are:

* Candid. You communicate broadly and often, providing clear purpose, direction, goals, and measures
* Career Champion. You invest in your team's growth and development
* Disagree, Decide, and Commit. You listen to understand different opinions and allow them to influence the direction
* Results Driven. You are resilient, optimistic, and passionate about our business results while never compromising customer, partner, and team relationships
* Trustworthy. You commit to earning our team's trust everyday through your actions and transparency

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.

At Cisco Meraki, we don't just accept difference - it's one of our key values. Everybody In means we listen to each other's opinions. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.