Wireless Escalations Software Engineer (Hybrid)

Cisco•Richardson, TX

1d•Hybrid

About The Position

Cisco Spaces is a transformative platform that enables organizations to leverage location-based services for smarter, data-driven business decisions. By connecting physical spaces with digital intelligence, Cisco Spaces empowers businesses to gain real-time insights into how people and assets move and interact within their environments. The platform offers a suite of powerful tools for analytics, automation, and engagement, helping organizations optimize space utilization, enhance security, and deliver personalized experiences to employees and visitors. With seamless integration into existing Cisco Wireless infrastructure and robust support for a wide range of use cases—including workplace management, asset tracking, and location-based marketing—Cisco Spaces is at the forefront of digital transformation for physical environments.

Requirements

Hold an undergraduate degree in a STEM field—preferably Computer Science or Engineering
5+ years of experience in similar or related role
Possess proven experience in technical onboarding, product support, or escalation management within SaaS or enterprise IT environments, demonstrating a track record of successfully navigating complex customer-facing challenges.

Nice To Haves

Experience or familiarity with Artificial Intelligence (AI) technologies
Expertise in wireless technologies
Familiarity and experience with Cisco technologies and solutions.
Demonstrate strong analytical and troubleshooting skills, including the ability to develop and refine diagnostic or support tools that enhance technical resolution efficiency.
Excellent communication, customer relationship, and cross-functional collaboration skills.

Responsibilities

Act as the technical resource for the customer onboarding journey from initial engagement through to successful feature deployment, partnering with Sales and Product Management to execute Proof of Value (PoV) initiatives and production rollouts that drive revenue and customer success.
Own and resolve complex, high-level technical escalations by working closely with Engineering to facilitate bug fixes, provide direct customer feedback, and ensure timely, effective problem resolution.
Engage directly with customers to deploy and validate cutting-edge, early field trial features, acting as a critical bridge between real-world customer requirements and Engineering innovation.
Define and refine onboarding, escalation, and support workflows while developing advanced diagnostic tools to improve troubleshooting efficiency and ensure the team can scale effectively.
Deliver expert training and guidance to Cisco Support structure, contributing to continuous product and support improvement. Provide best-practice guidance to Cisco Spaces customers to maximize the value of their deployments.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
paid time away
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt)
flexible vacation time off program (exempt)
80 hours of sick time off provided on hire date and each January 1st thereafter
up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
annual bonuses (for non-sales roles)
performance-based incentive pay (for sales roles)