Overview
Meet the Team Cisco Meraki and Cisco Enterprise Switching empower customers to run critical networks with cloud‑managed and cloud‑enabled switching. The Cloud Switching BE Escalation role is part of Catalyst Engineering’s CEAD organization, collaborating across Support, Product Management, and Engineering to resolve impactful technical issues. Our CEAD Cloud Switching BE Escalation team tackles high‑visibility customer critical issues, adoption and deployment risks, and recurring product‑quality signals to improve flagship switching products and cloud‑management workflows.
Responsibilities
Own technical reviews of complex Catalyst, IOS‑XE, Meraki switching, and cloud‑management issues from Support, escalations, or bug reports. Drive issues from unclear symptoms to clear problem statements, impact assessments, and actionable plans. Use CLI outputs, packet captures, logs, topology, lab reproductions, and firmware context to validate or disprove suspected defects. Coordinate various teams across Support, Engineering, Product Management, and Sales to resolve customer‑impacting issues. Translate field findings into product‑quality feedback, supportability improvements, documentation, training, and prevention of recurring issues.
Minimum Qualifications
- 5+ years of in‑depth experience with IOS‑XE/Catalyst switching, cloud‑managed switching, enterprise networking, escalation engineering, or TAC.
- Strong Layer 2 and Layer 3 troubleshooting skills across VLANs, trunks, STP, EtherChannel/LACP, ARP, DHCP, routing, multicast, and packet analysis.
- Experience in routing and switching protocols such as OSPF, BGP, IS‑IS, STP, VLAN, MPLS, EVPN, TCP/IP, DHCP, and HTTP.
- Demonstrable ability to debug sophisticated systems, distinguish product defects from configuration or environment issues, and document findings clearly.
- Excellent written and verbal communication skills for customer‑impacting issues, multi‑functional coordination, and support mentorship.
Preferred Qualifications
- Experience with customer escalations, high‑severity incidents, adoption or deployment risks, maintenance‑window support, or executive/high‑visibility situations.
- Familiarity with Cisco Meraki Dashboard, Catalyst cloud monitoring/management, Meraki switching, or switching BE escalation workflows.
- Ability to balance customer urgency, technical depth, business impact, and product quality priorities while handling ambiguity.
- Experience in SQL, Python, Perl, TCL, Ruby, or other automation/data‑analysis tools to inspect trends, reproduce issues, or reduce manual effort.
- Progress toward advanced networking certifications such as CCNP, CCIE, or equivalent practical experience.
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