Technical Systems Engineer (Hybrid)

Cisco•Rtp, NC

2d•Hybrid

About The Position

The Commerce Quote to Order team enables Cisco’s go-to-market strategy with an exceptional commercial platform, focusing on hardware, software subscription, and services through data-driven solutions. At Cisco Commerce, our software engineers develop the next-generation CPQ (Configure Price and Quote) Software solutions that manage $60+ billions of Cisco revenue. We handle substantial data with multiple flows, requiring versatile and enthusiastic engineers to solve the latest challenges and push technology forward. Our teams continuously iterate, solve problems, and collaborate to empower our customers and partners. As a Technical Systems Engineer with Commerce Product Management & Engineering (part of Cisco IT), you will support scalable, forward-thinking solutions to address new business models and challenges, driving digital transformation. You will collaborate on multi-functional projects to identify areas for improvement. You will analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies.

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.

Nice To Haves

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

Responsibilities

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
Follow Industry best practices for security, scalability, and performance
Document processes, resolutions, and recurring issues for knowledge management and training purposes

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)
flexible vacation time off program (exempt)
80 hours of sick time off provided on hire date and each January 1st thereafter
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
performance-based incentive pay
restricted stock units