Technical Support Manager (Hybrid)

Cisco•Rtp, NC

2d•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 opportunities for improvement, analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies. The Commerce Quote to Order team enables Cisco’s go-to-market strategy through a commercial platform for hardware, software subscriptions, and services. Cisco Commerce engineers develop next-generation Configure Price and Quote (CPQ) software that manages more than $60 billion in Cisco revenue. The role supports production applications, including AI assistants, conversational interfaces, and foundational AI capabilities, and works with business users, analysts, and developers to resolve issues and improve support outcomes.

Requirements

Bachelor’s degree in Engineering.
At least 6 years of relevant professional experience.
At least 3 years of experience using or supporting one or more of the following: Python, HTTP/RESTful APIs, 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, identify recurring issues proactively, 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.

Benefits

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.
Paid holidays and a floating holiday for non-exempt employees.
Paid birthday day off, year-end holiday shutdown, and paid personal wellness days.
Paid vacation time for non-exempt employees; exempt employees participate in a flexible vacation time-off program.
Sick time off, with unused sick time eligible for carryover.
Additional paid time away may be requested for critical or emergency family issues.
Optional paid volunteer days.
Annual bonuses may be available for non-sales roles, subject to Cisco policies.
Employees may be eligible for Cisco restricted stock unit grants, subject to vesting conditions.