We believe that when passionate people can spend less time struggling with technology, they can spend more time on what matters - like teaching children, running businesses, keeping airports safe, and connecting disaster victims with relief. That's the real power of simplicity. Cisco Meraki is the leader in cloud-managed IT, thanks to our creative, inclusive, fearless team that is driven to simplify technology so the world can simply work!
Cisco Meraki has grown to become an industry leader in the IT space, with over 500,000 plus customers and with over 3 million active networks and counting around the world. We have a comprehensive set of solutions which allows customers to seize new business opportunities and reduce operational costs. Meraki is known for simplifying powerful technology through our products and services - and for the people behind them. As the fastest-growing cloud-managed networking team in the world, our products and technology architecture are changing the face of networking and making cloud-managed IT a reality.
As a Senior Support Manager, you will lead the establishment and growth of a new Cisco Meraki Support Team in Bangalore, India. This role is pivotal in building a strong team that will provide outstanding support to our global customers. The ideal candidate will have a strong background in team leadership, technical contact center management, and a deep understanding of Cisco Meraki products and services.
Responsibilities:
- Establish and champion a positive, inclusive, high-performance culture within ouR new support team based in Bangalore, India.
- Develop an environment that encourages collaboration, innovation, and continuous improvement.
- Develop and execute a comprehensive staffing plan to recruit top talent for the support team.
- Oversee the hiring process, including interviewing, selecting, and onboarding new team members.
- Recruit and hire first-level managers to work closely with support engineers, ensuring effective team management and support delivery.
- Build and maintain strong collaboration with teams within Cisco, including engineering, sales, product management, and especially other Cisco Customer Experience Teams.
- Collaborate with global support teams to ensure alignment and consistency in support delivery.
- Identify and procure suitable office space in Bangalore to accommodate the new support team.
- Ensure the office space is equipped with the necessary infrastructure and amenities to support hybrid working arrangements.
- Drive team performance based on established Key Performance Indicators, Key Results, and support-wide initiatives.
- Monitor and analyze team performance, providing regular feedback and coaching to ensure continuous improvement.
- Staff teams that provide support coverage overlapping with APJC and EMEA regions to ensure detailed follow-the-sun support operations.
- Coordinate with regional support leaders and teams for consistent and high-quality support delivery.
- Develop and implement policies and practices to support a hybrid work model, allowing team members to work both on-site and occasionally from home.
- Support a comprehensive training program for new hires to ensure they are well- equipped to support Cisco Meraki products and services.
- Coordinate the creation of an on-premises lab to facilitate hands-on training and troubleshooting for our Support Engineers and Leaders.
Qualifications:
- 3-5 years progressive responsibility in support/helpdesk role
- Minimum of two years of experience in a management role
- Proven ability to lead in a customer-centric support role
- Working knowledge of Wireless, Routing, Switching, Voice, Cloud Networking Concepts
- Relies on extensive experience to guide complex and sensitive customer problems to resolution
- Ability to think strategically and critically about Meraki's goals by compiling data from both performance numbers along with other subjective observations
- Excellent communication skills, both written and verbal
- Exceptional time management skills
- A real passion for leading and working with others and having a role in the professional growth of other
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, inspire 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.
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada 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. or Canada 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.
