At Meraki, we are making IT easier, faster, and smarter by building technology that simply works Our team is passionate about innovation and delighting customers which has enabled us to grow year over year. Headquartered in San Francisco, our diverse and inclusive team has a growing international footprint with 6 offices across the world. Meraki is looking for qualified network engineers to join its Product Specialist team within Support. As a Support Product Specialist for Merakis Security products, you will be an authority in the function of Merakis hardware and software products, using your expertise to help identify, present, and prioritize product issues that are discovered by Merakis Support team. You will work directly 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, monitoring and prioritizing the backlog of bug reports, writing user documentation, and meeting with Merakis PM / Engineering teams to discuss issues associated with the Meraki product line. Responsibilities- Work on self:assigned bug reports with a focus on MX product lines that are sent in by our Support engineers, vetting reports for legitimacy and forwarding applicable reports to engineering.- Mentor our Support team empathetically on bug report formatting and data gathering.- Develop domain expertise on a per:product basis for our diverse product portfolio.- Prioritize the bug backlog by working directly with Engineering and Product Management.- Analyze and synthesize data regarding support cases, firmware, software, adoption, feature utilization, performance, etc. to surface potential trends or issues with our products.- Write internal:facing user documentation, ensuring that your specialized knowledge is shared with our diverse, global Support team.- Influence Merakis products by advocating for and helping to create internal and external:facing product supportability features.- 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? 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 networkingPreferred qualifications:- 3+ years of experience working with security and related technologies- Hands:on experience identifying and writing bug reports for networking technologies- You have worked with bug tracking / reporting software, such as JIRA or Salesforce- You have generated technical troubleshooting or configuration documentation for computer networking technologies- Programming experience with Ruby, Python, and/or SQL- You have obtained or are seeking professional level networking certification such as CCNP, CCIE, CWAP, CWNE, 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, were 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. Were building an employee experience that includes ap
