Wireless Escalation Engineer

Cisco · Bangalore, India Join the Cisco Enterprise Network Wireless and Cloud Escalations Team, supporting a $4B portfolio. As a Wireless Escalation Engineer, you will handle sensitive customer escalations, troubleshoot and debug Cisco Wireless products, and collaborate with cross-functional teams to resolve customer adoption barriers. Your Impact Handle sensitive customer escalations and work closely with Engineering to troubleshoot and debug Cisco Wireless products Spearhead customer success and provide voice of the customer back to the development team to drive product and customer satisfaction improvements Increase test efficiency and effectiveness through review of customer found issues and application of appropriate test approach, technology, tools, and innovation Responsibilities You dedicate 70% of your time to operational responsibilities: Review and analyze escalation requests to facilitate and triage resolution paths Identify and resolve technical issues across Cisco Systems Inc Wireless full-stack solution Perform on-site engagement for top severity issues where required Navigate diligently through demanding technical/business situations and drive varied functional teams towards a technical solution Build a systemic approach to remediate recurring problems (scripting, data analysis) Maintain a professional profile, both technically and politically, within incident management You dedicate 20% of your time to professional development: Achieve technical certifications, develop programming/scripting skills Attend and represent Cisco Wireless at industry meetups, webinars, and conferences Stay updated on networking standard methodologies and competitor solutions Explore new tools and investigate advancements in the field of technology You dedicate 10% of your time to contribute to expert-level documentation: Provide in-depth documentation to build the internal knowledge base Articulate interesting issues/projects to Support and other Cisco Systems Inc Business Units