Applications are accepted until further notice.

*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.
• Networking certifications (CCNA, CCNP, CWNA, etc.).
• Mature, calm, and professional demeanor, especially when leading through challenging situations.

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. Simply put – we power the future.

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.

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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.