Technical Support Manager (Hybrid)

About the role

The Commerce Quote to Order team at Cisco enables exceptional commercial platforms for hardware, software subscriptions, and services through data-driven solutions. This role supports scalable, forward-thinking solutions to address new business models and challenges, driving digital transformation.

Responsibilities

• Support scalable, forward-thinking solutions to address new business models and challenges, driving digital transformation.
• Collaborate on multi-functional projects to identify areas for improvement.
• Analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies.
• Act as the main point of contact for production support, managing and resolving tickets across various business units.
• Triage and prioritize support tickets based on urgency and impact.
• Conduct root cause analysis and apply critical thinking to solve complex problems.
• Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions.
• Collaborate closely with business users, analysts, and developers to understand issues and enhancements.
• Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction.
• Document processes, resolutions, and recurring issues for knowledge management and training purposes.

Requirements

• Bachelor’s degree in Engineering with 6–7 years of relevant professional experience.
• 3+ years of experience using or supporting one or more of the following technologies: Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana.
• 3+ years of experience in technical operations support and the utilization of case management tools.
• Experience with commercial business processes (New & Renew), specifically Configure, Price, Quote and Order Management systems.

Qualifications

• Excellent communication skills to collaborate effectively with global teams.
• Foundation AI / Gen AI knowledge.
• Strong Analytical and troubleshooting Skills.

Skills

• Technical Support Management with Commerce Product Management & Engineering (part of Cisco IT).

Benefits

At Cisco, 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. Additional paid time away includes 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 a 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). Employees are also eligible to earn annual bonuses subject to Cisco’s policies. 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.

Pay

$118,700.00 to $160,600.00

Schedule

Hybrid role with three days per week at Cisco’s RTP office.