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Cisco Escalations Engineer Security MX Poland, Lesser Poland Voivodeship, Krakow 682380237
09.07.2025
Responsibilities
- Review and analyze escalation requests to facilitate and triage resolution paths.
- Responsible for identifying and resolving technical issues across Security and SD-WAN 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.
- Collaborate with the Product and Engineering teams to report and remediate issues while advocating for the customer.
- 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.
- Develop competency with Meraki Products, especially Meraki MX.
- Achieve industry recognized technical certifications relevant to Security and SD-WAN 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 Security and SD-WAN.
Minimum Qualifications
- 2+ years of experience troubleshooting Meraki MX, Cisco security devices, and handling technical critical customer cases, from start to resolution.
- 2+ years of experience working with security technologies such as Layer 3, layer 4 firewalls, VPN, IPS/IDS, SDWAN
- Experience with basic routing and switching, routing protocols BGP and OSPF.
- 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.
- CCNA Security 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
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