At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free hardworking people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products, and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

As a Network Support Engineer, you will be responsible for providing quality technical support for our growing client and partner base. You will diagnose problems and work with the entire Meraki product line, including our wireless access points, security appliances, switches, cameras, Meraki Dashboard backend, software products, and future releases. Our support engineers are foremost problem-solvers passionate about networking, and we seek tech-savvy individuals to build upon our growing Cloud Networking Group. This customer-facing role will expose you to a diverse group of teams within Meraki including; Engineering, Product Management, Sales, Operations, Training Development, and Strategy - providing endless opportunities for career growth in a lively, exciting, and fast-paced environment.

Characteristics of success in this role include previous experience in supporting or testing LANs, VLANs, VPNs, NAT devices, or DHCP servers; experience installing and solving WiFi networks; and having the ability to multitask and work under stress. We're looking for people who take pride in doing excellent work, and can both guide and learn from those around them.

Responsibilities

• Optimally connect with third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
• Troubleshoot and diagnose wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
• Own each customer case from initial creation to resolution.
• Collaborate with other support team members to fix network outages, configurations, and sophisticated networking issues on customers' devices.
• Read and analyze packet captures using Wireshark.
• Work with engineering and management to diagnose and resolve critical, escalated issues.
• Understand and utilize Unix Console Commands to troubleshoot and diagnose Meraki devices and Meraki Dashboard services.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Stay up to date on Meraki features and technology by completing instructor-led and self-paced training modules, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trends.

Qualifications

• Native / Proficiency in Japanese and conversational level of English as well as reading and writing.
• Detailed understanding of networking fundamentals, e.g. ability to explain the functions of and differences among the link, network, transport, and application layers.
• Fundamental understanding of and hands-on experience with network technologies including firewalls, content filters, routing/switching, VLANs, VPNs, and 802.11a/b/g/n/ac wireless.
• Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, &/or DHCP servers.
• A passion for assisting customers and problem-solving.
• Outstanding account management skills, follow-through, and problem-solving skills
• Resourcefulness and attention to detail
• Excellent written and verbal communication skills.
• Outstanding customer service skills.
• Excellent time management, follow-through, and attention to detail.
• Experience in computer networking related problem solving, critical thinking, and troubleshooting.
• Ability to multitask and work under stress.
• Networking certifications a plus: CCNA, CCNP CWNA, etc.

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 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.

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 salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. 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.