Technical Support Manager (Hybrid)
About The Position
As a Technical Support Manager with Commerce Product Management & Engineering, part of Cisco IT, you will support scalable, forward-thinking solutions that address new business models and challenges and drive digital transformation. You will collaborate on multifunctional projects to identify areas for improvement, analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies. The role supports Cisco Commerce’s Quote to Order team, which provides a commercial platform for hardware, software subscriptions, and services. The team develops CPQ (Configure, Price, Quote) software solutions that manage more than $60 billion in Cisco revenue and collaborates to solve customer and partner challenges. This is a hybrid position requiring three days per week at Cisco’s RTP, North Carolina office. The application window is expected to close on November 12, 2026.
Requirements
- Bachelor’s degree in Engineering and at least 6 years of relevant professional experience.
- At least 3 years of experience using or supporting one or more of the following: Python, APIs (HTTP/RESTful web services), MongoDB, Java, SQL, PL/SQL, Oracle, Snowflake, AngularJS, Elastic, or Kibana.
- At least 3 years of experience in technical support or software engineering.
- At least 1 year dedicated to supporting AI/ML or LLM-driven applications.
Nice To Haves
- Excellent communication skills for effective collaboration with global teams.
- Strong analytical and troubleshooting skills.
Responsibilities
- Act as the main point of contact for production support, managing and resolving tickets across various business units.
- Handle technical escalations for production support, including tickets involving AI assistants, conversational interfaces, and foundational AI capabilities across Commerce applications.
- Triage and prioritize support tickets based on urgency and impact.
- Conduct root cause analysis and apply critical thinking to solve complex problems.
- Use AI to analyze support-ticket trends, proactively identify recurring issues, and implement long-term solutions.
- Collaborate with business users, analysts, and developers to understand issues and enhancements.
- Ensure timely and effective issue resolution while maintaining a high level of customer satisfaction.
- Follow industry best practices for security, scalability, and performance.
- Document processes, resolutions, and recurring issues for knowledge management and training.
- Debug and maintain AI frameworks, microservices, MCPs, and REST API endpoints.
- Collaborate on multifunctional projects to identify areas for improvement and analyze internal processes, data, and problems.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Paid holidays
- Floating holiday for non-exempt employees
- Paid birthday day off
- Paid year-end holiday shutdown
- Personal wellness days
- Paid vacation or flexible vacation time off, depending on employee classification
- Paid sick time
- Additional paid time away may be requested for critical or emergency family issues
- Optional paid volunteer days
- Annual bonuses for eligible non-sales roles
- Potential Cisco restricted stock unit grants, subject to eligibility and vesting conditions
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What This Job Offers
Job Type
Full-time
Career Level
Manager
