Support Product Specialist - Switching (Cisco IOS)

At Meraki, we are making IT easier and faster by building technology that simply works! Our team is passionate about innovation and delighting customers which has enabled us to grow more than 100% year over year. Headquartered in San Francisco, our diverse and inclusive team has a growing international footprint with 7 offices across the world.

As a Support Product Specialist at Meraki, you will be an authority in the function of Meraki’s Switching (IOS) product line, using your expertise to help identify, present, and prioritize product issues that are discovered by Meraki’s Support team. You will build relationships with our Switching (MS) Product Management and Engineering teams 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 Meraki product line.

• Work on self-assigned Switching (IOS) 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 Meraki’s customers, prioritize the Switching bug backlog by working directly with Engineering and Product Management.
• Present compelling trends about our Switching (IOS) products in 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 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.

Do you love to pursue networking certifications? Are you eager to attend industry meetups that relate to networking, programming, or CX? On the Support Product Specialists team, we strongly value your continued professional development. We encourage you to spend 20% of your time:

• Obtaining certifications and learning programming languages
• Performing in-depth exploration of Meraki products
• Attending industry meetups, webinars, and conferences
• Exploring new tools and advancements in the field of computer networking

• You have 5+ years of experience working with Switching and IOS-related technologies
• You have hands-on experience identifying and writing bug reports for Switching and IOS technologies
• You have experience working with bug tracking / reporting software, such as JIRA or Salesforce
• You have generated technical troubleshooting or configuration documentation for computer networking technologies
• You have programming experience with Ruby, Python, and/or SQL
• You have obtained or are seeking “Expert” level networking certification such as CCIE, etc.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.