Technical Consulting Technical Leader

Cisco•Ottawa, ON

3d•CA$126,000 - CA$160,400•Onsite

About The Position

Join Cisco Canada’s Public Sector Canadian Secure Technical Services (CSTS) team! We are an elite group of technical consultants dedicated to safeguarding and optimizing the digital infrastructure of Canada’s most critical government and public institutions. We operate in a high-stakes environment where security and reliability are paramount. Our team doesn't just solve problems; we act as strategic partners to our customers, using deep architectural expertise and latest AI to ensure the stability of national-level services. As part of Cisco Canada Customer Experience organization (CX), you will be providing personalized technical support to Canadian Critical National Infrastructure customers. You will serve as the escalation point for "unsolvable" network crises, leading "Situation Rooms" during catastrophic outages with precision and authority. This role involves engaging closely with customers' engineering and operations teams, along with various Cisco internal teams such as Cisco global TAC, product engineering, professional services, service sales and customer account teams.

Requirements

BS in a technical field (CS/EE preferred) or equivalent with 5+ years of relevant experience
Minimum 3+ years of experience with debugging & troubleshooting for technologies Cisco Catalyst Center/SDA, SDWAN, Wifi etc.
Experience supporting network protocols including IPv4/v6, EIGRP, IS-IS, OSPF, BGP, MPLS, L3VPN, and Segment Routing.
Knowledge of Cisco routing (ISR/ASR/CRS) and switching (Catalyst/Nexus) platforms.
Experience with Layer 2 technologies, including VTP, STP, MST, RSTP+, Trunking, and VLANs.
Hands-on experience with LAN Switching Protocols (STP, HSRP, LACP/PAGP) and IP Routing protocols (OSPF, IS-IS, BGP), Multicast and QOS.
Good communication skills with experience in break/fix problem-solving & trouble-shooting.
Must be a Canadian Citizen or Permanent Resident.
Must have the ability to obtain a Canadian Government Security Clearance.

Nice To Haves

Experience documenting technical issues in incident management systems and providing clear, written status updates to collaborators.
Experience working with Public Sector or high-security clients, with an understanding of their specific operational and compliance requirements.
Expert-level certification such as CCNP / CCIE or equivalent industry credential.
Bilingual proficiency in Canadian French and English is highly desired.

Responsibilities

Provide 2nd and 3rd Tier technical support on debug device and network level issues and become a trusted technical resource for customers through building strong relationships with customers and Cisco internal teams.
Develop shared lab environments to simulate customer network environments, trouble shoot customer issues and find effective resolutions.
Translate technical challenges into direct feedback to influence how we build our products.
Develop automation assets and AI-driven tools to make our service delivery easier.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
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
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (Non-exempt employees)
flexible vacation time off program (Exempt employees)
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
annual bonuses (for non-sales roles)
performance-based incentive pay on top of their base salary (for sales roles)