Support Product Specialist

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received. Meet the Team At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology, we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality. As a member of the Cisco Meraki community, you'll quickly learn the phrase 'Meraki Magic' - a term we use to describe the intangible yet palpable feeling of our creative culture. Employees have described 'Meraki Magic' as "doing things in a way that has never been done before". The magic that Merakians offer is woven into the fabric of what we do. Our four core values: 'care deeply', 'everybody in', 'simplify everything', and 'be brave', shape our innovative and welcoming work culture. As a leader in cloud-managed IT, Cisco Meraki offers employees the opportunity to become bold future-shapers at the forefront of technology. Your Impact As a Support Product Specialist at Cisco Meraki, you will be an authority in the function of Cisco Meraki's Switching products and Cloud Management of Cisco Catalyst devices, using your expertise to help identify, present, and prioritize product issues that are discovered by Cisco Meraki's Support team. You will form relationships with Product Management and Engineering to ensure that product trends, product serviceability, and the customer experience are represented in the product development lifecycle. An average work week might consist of investigating bug reports, performing in-depth technical troubleshooting, creating user documentation and training for Support, and meeting with your PM and Engineering counterparts to discuss issues associated with the Cisco Meraki product line. You will as have the opportunity to develop expertise in AI-driven network analytics and automation through Cisco's continuous learning programs. Responsibilities Work on self-assigned switching-related bug reports that are sent in by our Support engineers, helping our engineers get to the bottom of complex networking issues. Coach our Support team empathetically on troubleshooting, data gathering, and bug report formatting. As the voice of Support and Cisco Meraki's customers, prioritize the switching bug backlog by working directly with Engineering and Product Management. Present compelling trends about our switching Support cases, firmware, software, and users to increase customer loyalty and improve our products. Create user documentation and training modules for our Support team, ensuring that your specialized knowledge is shared with our diverse team of network engineers. Collaborate with PM and Engineering to create better Support experiences and enhance Cisco Meraki's simplicity. Keep our Support organization up to date on the latest product developments, bridging product information from PM and Engineering back to our network engineers. Leverage Cisco's AI and machine learning capabilities to proactively identify and resolve switching product and cloud dashboard issues, enhancing customer experience and product reliability. Preferred qualifications: You have 5+ years of experience working with switching, ios and related technologies You have hands-on experience identifying and writing bug reports for networking technologies You have experience working with bug tracking / reporting software, such as JIRA or Salesforce You have written technical troubleshooting or configuration documentation for computer networking technologies You have basic knowledge of Data Analytics and AI usecases You have knowledge of Meraki Switches, Catalyst switches and IOS XE. You have programming experience with Ruby, Python, and/or SQL You have obtained or are seeking "Expert" level networking certification such as CCIE, etc. #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection—we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us

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