Customer Experience Specialist

Cisco

. Act as a point of contact for technical health issues and partner with escalation management for Public Sector customers .

Posted 10/22/2026full-timeRemote • CanadaMid-LevelSenior💰 $97,400 - $123,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer relationship management, with a strong focus on cloud services optimization and technical health assessments. Proficient in mentoring and providing strategic recommendations to enhance customer engagement and service delivery.

Highest-signal resume keywords

Technical Support ExperienceCustomer Relationship ManagementSplunk Architect CertificationCloud Services OptimizationCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSystems AdministrationSoftware Development ProcessTechnical EnvironmentsCloud Overages Assessment

Soft Skills

Verbal CommunicationWritten CommunicationTeam CollaborationIndependent Work

Tools & Technologies

SplunkAWSGoogle CloudAzure

Certifications & Qualifications

Splunk Architect CertificationAWS CertificationGoogle CertificationAzure Certification

Industry Keywords

Public SectorTechnical HealthCustomer IssuesService DeliveryQBRs

Tech Stack

Tools & technologies

AWSAzureCloudSplunk

About the role

Key responsibilities & impact

Act as a point of contact for technical health issues and partner with escalation management for Public Sector customers
Oversee Technical Adoption Plan execution and integration across multiple teams
Integrate adoption plans with broader account strategies and lifecycle motion
Provide mentorship, planning, and recommendations for customers’ overall technical health
Proactively handle critical customer issues with relevant teams
Recommend environment upgrades, add-ons, upgrade readiness, new feature awareness, and maintenance windows
Analyze customer issues, interactions, and product usage to recommend education and additional services
Engage internal teams for service delivery
Assess cloud overages and leverage services for workload optimization
Participate virtually in QBRs to review service levels, usage metrics, and customer environment performance

Requirements

What you’ll need

3+ years in technical support, professional services, systems administration/engineering or related experience
2+ years of experience building customer relationships and handling commercial accounts
Strong verbal and written communication skills
Ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders
Ability to work independently and as part of a team
Occasional travel may be required
Splunk Architect Certification achieved within year of start
Knowledge of software development process and technical environments
Familiarity with Splunk-related products
Other industry certifications from AWS, Google, and Azure
BA/BS technical degree preferred

Benefits

Comp & perks

Medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short- and long-term disability coverage
Basic life insurance
Cisco restricted stock unit grants may be available
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
Paid birthday day off
Paid year-end holiday shutdown
4 paid personal wellness days
16 days of paid vacation for non-exempt employees
Flexible vacation time off program for exempt employees
80 hours of sick time off provided on hire date and each January 1st
Up to 80 hours of unused sick time carried forward
Additional paid time away for critical or emergency family issues
Optional 10 paid volunteer days per full calendar year
Annual bonuses for non-sales roles, subject to Cisco policies
Performance-based incentive pay for employees on sales plans