The application window is expected to close on: 06/30/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
*** The successful applicant will be performing work in Canadian Critical National Infrastructure and / or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Must have the ability to obtain a Canadian Government Security Clearance*** Location requirement: Live in Ottawa, Canada or willing to re-locate.
YOUR IMPACTAs a Senior Technical Expert, you will act as the final escalation point for the toughest network crises and lead our response during major outages! We also influence Cisco's product direction by partnering with Engineering to drive fixes and use AI to transform our support delivery, all while mentoring the next generation of engineers.
Responsibilities
• Lead 2nd and 3rd Tier troubleshooting for broad network topologies involving mixed media protocols, specifically focusing on Cisco Switching, Routing, and Security solutions.
• You will be the primary escalation point for urgent customer issues, managing high-pressure "Situation Rooms" and catastrophic outages to rapid resolution.
• Drive systemic product and service improvements by translating complex technical challenges into actionable feedback for Cisco Engineering and delivery teams.
• Develop and scale intellectual capital, including automation assets, AI tools, and technical documentation, to optimize global service delivery and knowledge sharing.
• Foster a culture of continuous improvement by mentoring Technical Consulting Engineers (TCEs) and leading technical community initiatives such as training and hackathons.
MINIMUM QUALIFICATIONS• Bachelor's degree with 10+ years of experience in technical consulting within Large Enterprise or Public Sector environments.
• Experience in Cisco Security Technologies like Firewall, VPN, AAA and Firepower, Cisco ASA, ISE with expertise in trouble shooting difficult Security issues.
• Expert-level technical certification (e.g., CCIE) or equivalent relevant industry-recognized certification.
• Solid experience in a lead technical role managing high-impact escalations and cross-functional initiatives.
• Demonstrated experience in creating technical documentation, training content, or automation assets (e.g., scripts or digital signatures).
PREFERRED QUALIFICATIONS• Deep expertise across multiple Cisco technology domains, specifically the intersection of Networking and Security.
• Demonstrable ability to mentor, coach, and develop technical talent, fostering a collaborative and high-performing team environment.
• Experience demonstrating AI and machine learning tools to automate support workflows and enhance knowledge management.
• Strong executive presence with the ability to influence decision-making and advocate for customer needs to senior leadership and Engineering.
• Bilingual fluency (Canadian French & English) is highly desired.
"Cisco may use AI Tools to review candidate-provided details-such as skills, experience, location, and education-to determine how closely candidates match job criteria. AI Tools are intended to guide and support the recruitment team in identifying and prioritizing candidates but are not used in isolation or without human judgment. For more information about Cisco's use of AI, please see the Job Candidate Privacy Statement found here."
Message to applicants applying to work in the U.S. and/or Canada:The starting salary range posted for this position is $126,000.00 to $160,400.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
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:
$158,200.00 - $241,700.00
Non-Metro New York state & Washington state:
$140,600.00 - $241,800.00
* 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.
