Wireless Escalations Software Engineer (Hybrid)

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

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.

• End-to-End Onboarding & Deployment: 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.

• Escalation Management & Engineering Collaboration: 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.

• Field Trial Innovation: 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.

• Process Development & Scalability: Define and refine onboarding, escalation, and support workflows while developing advanced diagnostic tools to improve troubleshooting efficiency and ensure the team can scale effectively.

• Customer Enablement & Product Growth: 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.

• 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.

• 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.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 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

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and 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

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.