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Cisco Meraki

Support Product Specialist - Wireless (MR)

San Francisco, CA / Remote

Cisco Meraki is the industry leader in simple, secure, intelligent networking and IoT platforms. We empower organizations everywhere – from local libraries to global hotels – to focus on their mission and have technology that simply works.

Cisco has been named #1 Best Company to Work For in the U.S. by Fortune in 2021 and 2022!

What we're looking for

As a Support Product Specialist at Meraki, you will be an authority in the function of Meraki’s Wireless (MR) products, using your expertise to help identify, present, and prioritize product issues that are discovered by Meraki’s Support team. You will build 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 Meraki product line.

Responsibilities

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  • Work on self-assigned wireless-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 wireless bug backlog by working directly with Engineering and Product Management.
  • Present compelling trends about our wireless 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.

Professional Development

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

Preferred qualifications:

  • You have 5+ years of experience working with wireless 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 programming experience with Ruby, Python, and/or SQL
  • You have obtained or are seeking “Expert” level networking certification such as CCIE, CWNE, etc.

Are you wondering what it's like to work at Cisco Meraki? Picture a beautiful office, healthy catered meals, fully stocked kitchens, onsite gym and paid time off to volunteer for causes you believe in. Cisco Meraki has created an amazing equal opportunity focused office where employees thrive. We are confident you will love it here. Check out more of our benefits on our job page, at https://meraki.cisco.com/jobs, and we look forward to talking with you soon.

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, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.

 

Compensation Range:
$98,100$178,200 USD

Message to applicants applying to work in the U.S.: 
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%.  Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.     

  

Client-provided location(s): San Francisco, CA, USA; Chicago, IL, USA
Job ID: 4851882
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • On-Site Gym
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Pet-friendly Office
    • Happy Hours
    • Snacks
    • Some Meals Provided
    • Company Outings
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Company Equity
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
  • Professional Development

    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

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