# Leader, Customer Support at Cisco

AI Level 1, AI centrality 23 out of 100. Heredia, Costa Rica.

## Details

- Company: [Cisco](https://jobsbylevel.com/companies/cisco)
- AI level: AI Level 1 (score 23 out of 100)
- Location: Heredia, Costa Rica
- Posted: October 7, 2026
- Apply: https://jobsbylevel.com/go/fda2d3ff-c20d-450c-85c0-790b29822537

## Description

What You'll Do · Lead the day-to-day operations of Technical Consulting Engineering (TCE) teams and complete established operational strategies and playbooks across the incident lifecycle. · Allocate technical resources, workload, shifts, and queue assignments to maintain effective 24/7 coverage for customer cases and support requests within the assigned technology portfolio. · Own operational performance for an assigned technology domain, product line, or regional customer base, ensuring consistency to service-level agreements (SLAs) and consistent achievement of mean time to resolution (MTTR) targets. · Partner with engineering squads and tier-2 and tier-3 technical teams to resolve high-pressure outages, drive rigorous root-cause analysis (RCA), and provide architectural guidance where needed. · Serve as the primary critical issue point for the team's cases and translate complex technical findings into clear, actionable updates that maintain customer trust during technical crises. · Drive adoption of AI, automation, telemetry, and modern workflows to improve service delivery, accelerate incident resolution, reduce manual effort, and support strategic panning stabilization. · Provide administrative oversight for expenses, equipment requests, benefits, scheduling, and on-call operations while enforcing internal data privacy, security, and compliance requirements. · Translate Cisco's strategic priorities into clear team priorities, redirect effort when work is misaligned, and build accountability for high-impact outcomes. · Develop team capabilities through regular 1:1s, clear feedback, coaching, and a psychologically safe environment that supports meaningful business outcomes through change. Who You'll Work With · Technical Consulting Engineering (TCE) and Technical Assistance Center (TAC) teams responsible for customer support operations. · Engineering squads and tier-2 and tier-3 technical teams engaged in active outages, root-cause analysis, and product improvement. · Customers and multi-functional partners who rely on clear communication, coordinated critical issue management, and stable technical outcomes. · Leaders and partner teams advancing Cisco's operational priorities, AI-first workforce strategy, compliance, and organizational change. Who You Are · A customer advocate and operational leader who brings urgency, quality, accountability, and sound judgment to critical support work. · A technically curious leader who can understand the team's domain, guide incident response, and foster disciplined root-cause analysis and continuous improvement. · A clear communicator who builds trust during high-pressure situations and turns complex technical information into actionable direction for customers and partners. · A people leader who coaches through change, develops capability, encourages responsible use of AI and automation, and creates psychological safety. Our minimum requirements for this role · Bachelor's degree and 7 years of related experience, or a master's degree and 4 years of related experience, or a PhD and 1 year of related experience. · Previous supervisory or team lead experience. · At least 5 years of practical experience in the technical domain of the team being led. · Professional and technical certifications relevant to the role, maintained from before assuming people-management responsibilities. · Experience guiding a team in the technical aspects of its chartered work. Desired Skills · Experience using telemetry and operational metrics to move support organizations toward proactive stabilization. · Experience integrating AI and automation into team rituals, workflows, and service-delivery practices with responsible-use principles. · Workforce capacity planning and operational scheduling for global, 24/7 support coverage. · Incident lifecycle management, high-pressure outage coordination, root-cause analysis, and architectural guidance. · Knowledge of internal data privacy, security, industry

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Source: https://jobsbylevel.com/jobs/leader-customer-support-at-cisco-f0f6b5

## Cite this page

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