Cisco Escalations Engineer Switching MS 

Poland, Lesser Poland Voivodeship, Krakow 

420448001

* 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.

* 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.

* 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.

* 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.

* 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