Leader, Network Support - Cisco Meraki

Cisco Systems, Inc.; Ciudad de México; Híbrido; MXN 1,469,000 - 1,837,000; Jornada completa

Descripción de la vacante

A leading technology company in Mexico City is seeking a Network Support Manager to drive operational excellence and develop a high-performing team. This role involves overseeing customer case management and leveraging AI-driven tools for efficiency. The ideal candidate has extensive leadership experience in technical support and a deep understanding of networking technologies. Join a diverse team committed to innovative solutions and customer success.

Formación

• 3+ years of management and people leadership experience.
• Demonstrated ability to lead and develop diverse teams.
• Experience with AI-driven tools in support environments.

Responsabilidades

• Drive operational excellence and ensure a world-class support experience.
• Mentor team members and guide career growth.
• Oversee management of customer cases from initial contact to resolution.

Conocimientos

Fluent English

Leadership in technical support

Mentoring and team development

Networking technology understanding

AI-driven tools and analytics

Descripción del empleo

AI or Artificial Intelligence, Cloud and Data Center, Networking, Security

Candidates must be proficient in fluent English, speaking and writing, to perform the functions of the role effectively

Must be located within a commutable distance to the Mexico City Cisco office and be able to be onsite 2 days per week

Are you ready to lead in one of the most innovative networking environments in the world? The Network Support Manager plays a pivotal role within the Meraki Network Support Leadership team, driving operational excellence and enabling a world-class support experience. This position is ideal for a leader who is passionate about people development, customer success, and technology, while embodying Cisco’s Guiding Principles every day.

This role is responsible for fostering an inclusive team culture that values diversity of thought and background, ensuring all team members are supported and empowered. Collaboration across teams and geographies is fundamental, with a solid focus on mentoring, setting clear expectations, and guiding career growth. Building effective partnerships throughout the organization is key to driving ongoing success.

Oversight of the team’s end-to-end management of customer cases—from initial contact through resolution—is at the heart of the role. The manager uses performance data to find opportunities for efficiency and innovation, applying Cisco’s AI-powered tools and analytics to spot support trends, streamline case resolution, and enhance the overall customer experience. AI-based automation is applied to routine tasks such as ticket triage and performance reporting, enabling the team to focus on addressing complex, high-value technical issues.

The Network Support Manager also acts as the escalation point for high-impact and technically challenging cases, providing expert guidance and ensuring consistency to procedures across wireless, security, switching, and other network technologies. Maintaining solid relationships with Engineering, Product Management, Sales, and other Cisco teams is critical, supporting the company’s “Together, we win” philosophy.

Integrity and ethical leadership are central to the role, ensuring compliance with company policies and supporting a culture of transparency and trust. Additional responsibilities include leading the design and implementation of new processes, projects, and AI-powered tools that drive the growth and evolution of Cisco Meraki’s Network Support Team. Creative problem-solving and a commitment to continuous learning are highly valued.

Talent acquisition and development are also core aspects of this position, encompassing all stages from recruitment and onboarding to ongoing training. Success in this role means building a high-performing, diverse, and engaged team. Data-driven decision making, enabled by analytics, supports strategic planning and continuous improvement.

Minimum Qualifications:

• 3+ years of management and people leadership experience in technical support or network operations.
• Demonstrated ability to lead, mentor, and develop diverse, high-performing teams.
• Deep understanding of network technology and customer support best practices.
• Experience leveraging AI-driven tools and analytics in support or operational environments.
• Commitment to Cisco’s Guiding Principles: inclusion, diversity, collaboration, innovation, integrity, and customer focus.

Preferred Qualifications:

• Strong organizational and prioritization skills.
• Experience working cross-functionally with Engineering, Product Management, and Sales.
• Mature, calm, and professional demeanor, especially when leading through challenging situations.

We are an equal opportunities employer and welcome applications from all qualified candidates. Cisco is committed to providing reasonable accommodations for applicants with disabilities.