Candidates must demonstrate proficiency in both written and verbal English to effectively perform the duties of the role.

This position requires the candidate to be located within a commutable distance of the Cisco Mexico City office and to work onsite 2-3 days per week.

Availability to work weekends on a rotational schedule is a requirement for this role.

Meet the Team

• As an integral part of Cisco's Customer Experience organization, Cisco Meraki Support is made up of three collaborative teams
• Enterprise Support, Learning & Development, and Project & Program Management. Together alongside our powerful AI tools, we deliver 24/7 global customer support, striving to simplify technological processes for both our customers and peers. Our cross-functional organization is united by the shared mission of solving customer issues through seamless collaboration and delivering exceptional customer experiences.

We pride ourselves in being an empathetic, solutions-driven team. Whether supporting customers or partnering across our organization, we aim to build strong relationships and create meaningful impact through thoughtful, people-focused customer service.

Your Impact

As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Leveraging AI-powered tools to enhance troubleshooting and efficiency, you use your advanced communication skills to build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.

• Own each customer case from initial creation to resolution, ensuring a seamless support experience and timely resolution of issues.
• Effectively collaborate with partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
• Diagnose and resolve a wide range of complex network-related issues, including wireless, security, switching, IoT, and other product-related issues.
• Investigate and resolve diverse network issues using AI-powered tools to enhance troubleshooting, automate workflows, and proactively address potential problems
• Work closely with Escalations, Engineering, Sales, Product, and other Cisco teams to resolve critical issues efficiently.
• Read and analyze packet captures using Wireshark.
• Keep up with the latest features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings.
• Expand technical skillset by completing AI-focused training, leveraging new tools for more efficient and proactive problem-solving.
• Leverage acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Understand and use Linux console commands to identify and resolve issues with devices and dashboard services.
• Proactively use available resources and follow leadership guidance to develop professionally within your role whilst aligning business objectives.
• Available to work weekends as part of a rotational schedule.

Minimum Qualifications

• Foundational understanding and hands-on experience with core network technologies (e.g., firewalls, routing/switching, VLANs, VPNs, wireless, content filtering), including their configuration and troubleshooting.
• Detailed knowledge of networking protocols such as TCP, STP, ARP, Ethernet, OSPF, UDP, and RADIUS 802.1x.
• 1-3 years of experience supporting or troubleshooting LANs, VLANs, WLANs, VPNs, NAT devices, and DHCP servers, with a demonstrated ability in Wi Fi network troubleshooting.
• Familiarity with AI concepts and experience utilizing AI-powered tools or platforms in a technical support environment.
• Outstanding written and verbal English communication skills, combined with strong customer service experience and a focus on effective problem-solving.

Preferred Qualifications

• Capable of effectively communicating with internal and external partners, fostering strong working relationships and collaboration.
• Excellent time management skills, demonstrating the ability to prioritize multiple tasks in time-sensitive situations, follow through on commitments, and maintain attention to detail.
• Collaborates within cross-functional teams, fostering a supportive and inclusive environment.
• Interest in learning about and working with emerging AI technologies to enhance network support and automation.
• Able to provide constructive feedback to peers when needed.
• Networking certifications such as CCNA, CCNP, CWNA, etc.

Why Cisco?

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.