Meraki Network Support Engineer (Routing, Switching, Wireless | 5-10 Years)

Meet the Team Cisco Meraki support delivers 24/7 global customer support, striving to simplify technological processes for both our customers and peers. Our cross-functional organization is united by the shared mission of solving customer issues through seamless collaboration and delivering exceptional customer experiences. We pride ourselves in being an empathetic, solutions-driven team. Whether supporting customers or partnering across our organization, we aim to build strong relationships and create meaningful impact through thoughtful, people-focused customer service. Your Impact As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team. · Own each customer case from initial creation to resolution, ensuring a seamless support experience and timely resolution of issues. · Effectively collaborate with partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing. · Diagnose and resolve a wide range of complex network-related issues, including wireless, security, switching, IoT, and other product-related issues. · Work closely with Escalations, Engineering, Sales, PM, and other Cisco teams to resolve critical cases efficiently. · Understand and use Linux console commands to identify and resolve issues with the devices and dashboard services. · Read and analyze packet captures using Wireshark. · Keep up with the latest features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings. · Leverage acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles. · Proactively use available resources and follow leadership guidance to develop professionally within your role whilst aligning with business objectives. · Available to work weekends as part of a rotational schedule. Minimum Qualifications: · Solid understanding of network technologies (including firewalls, content filtering, routing/switching, VLANs and wireless) and hands-on experience with configuring and troubleshooting these technologies in real-world environments. · Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, UDP, RADIUS 802.1x, OSPF, etc. · 5-10 years of experience in supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, and/or DHCP servers. · 5-10 years of experience in computer networking related problem solving, critical thinking, and troubleshooting. · Demonstrated ability in troubleshooting WiFi networks. Preferred Qualifications: · Experience acting as a primary point of contact in customer escalations. · Proficiency in both written and verbal English communication, with the ability to convey complex technical concepts clearly and concisely. · Capable of effectively communicating with internal and external partners, fostering strong working relationships and collaboration. · Outstanding customer service skills, with a focus on understanding and addressing customer needs promptly and effectively. · Excellent time management skills, demonstrating the ability to prioritize multiple tasks, follow through on commitments, and maintain attention to detail. · Collaborates within cross-functional teams, fostering a supportive and inclusive environment. · Able to provide constructive feedback to peers when needed. · Networking certifications: CCNP, CWNA, etc. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technolog ... (truncated, view full listing at source)