• The Global Meraki Escalations and Product Specialist Group is part of the Catalyst and Meraki CEAD (Customer Escalations Adoption and Deployment) Engineering organization
• This group's primary responsibility is to handle Customer Escalations and triage Customer Facing Defects
• They work closely with Meraki Support, Platform and Product Engineering and Product Management organizations to deliver top class Customer and Support Experience
• As a People Leader within the Meraki Escalations Engineering organization, the desired candidate will:
• Oversee the work of Escalation Engineers and Product Specialists within the Meraki Dashboard product domain
• Take accountability for driving customer escalations (Executive Escalations) through to resolution and closure
• Handle difficult conversations with customers and key stakeholders confidently and professionally during escalations
• Partner closely with regional and technology counterparts to deliver operational excellence for customers, partners, and internal teams
• Drive high-quality standards for Customer Found Defect (CFD) triage and issue scoping
• Monitor key performance indicators and quality measures for escalations and CFDs
• Collaborate cross-functionally with Development Engineering, Product Management, Sales, and Support teams with a strong closed-loop mindset
• Provide thought leadership on serviceability, support readiness, documentation, process, and training
• Guide and support team members in professional development, performance management, and career progression
• Communicate effectively to ensure the team remains informed of company, organization, and team priorities
• Lead and participate in team rituals including team meetings, 1:1 syncs, and group/product-specific sessions
• Maintain a positive outlook and leadership presence in a fast-paced, dynamic environment
• Advocate for AI and automation to enhance products, services, and operational efficiency
• For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined

Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements

• 10+ years of overall experience in IT Services/ Engineering organizations with global presence, with 7+ years as a People Leader
• University Degree in IT or a related major
• Strong working knowledge of IT Networking products, backend infrastructure (Cloud & On-Prem) and their application towards delivering business outcomes

Demonstrates a solid understanding of the Meraki Dashboard and product portfolio

• The starting salary range posted for this position is $128,100.00 to $168,200.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits
• Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training
• The full salary range for certain locations is listed below
• For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance

• Please see the Cisco careers site to discover more benefits and perks
• Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
• U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies
• Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan

For quota-based incentive pay, Cisco typically pays as follows: .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;
• 1% of incentive target for each 1% of attainment between 75% and 100%; and
• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation
• For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target

Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid