Wireless Escalation Engineer

Join the Cisco Enterprise Network Wireless and Cloud Escalations Team, supporting a $4B portfolio. As a Wireless Escalation Engineer, you will handle sensitive customer escalations, troubleshoot and debug Cisco Wireless products, and collaborate with cross-functional teams to resolve customer adoption barriers.

Your Impact

• Handle sensitive customer escalations and work closely with Engineering to troubleshoot and debug Cisco Wireless products
• Spearhead customer success and provide voice of the customer back to the development team to drive product and customer satisfaction improvements
• Increase test efficiency and effectiveness through review of customer found issues and application of appropriate test approach, technology, tools, and innovation

Responsibilities You dedicate 70% of your time to operational responsibilities:

• Review and analyze escalation requests to facilitate and triage resolution paths
• Identify and resolve technical issues across Cisco Systems Inc Wireless full-stack solution
• Perform on-site engagement for top severity issues where required
• Navigate diligently through demanding technical/business situations and drive varied functional teams towards a technical solution
• Build a systemic approach to remediate recurring problems (scripting, data analysis)
• Maintain a professional profile, both technically and politically, within incident management

You dedicate 20% of your time to professional development:

• Achieve technical certifications, develop programming/scripting skills
• Attend and represent Cisco Wireless at industry meetups, webinars, and conferences
• Stay updated on networking standard methodologies and competitor solutions
• Explore new tools and investigate advancements in the field of technology

You dedicate 10% of your time to contribute to expert-level documentation:

• Provide in-depth documentation to build the internal knowledge base
• Articulate interesting issues/projects to Support and other Cisco Systems Inc Business Units