Technical Support Manager

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.

As a Technical Support Manager 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.

Responsibilities:

• Act as the main point of contact for production support, managing and resolving tickets across various business units
• Handle technical escalation for production support, managing and resolving tickets including 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 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
• Debug and maintain AI frameworks, microservices, MCPs, and REST API endpoints.

Minimum Qualifications:

• Bachelor’s degree in Engineering with 6+ years of relevant professional experience.
• 3+ years of experience using or supporting one or more of the following technologies: Python, APIs (HTTP/RESTful web services), MongoDB, Java, SQL, PL/SQL, Oracle, Snowflake, AngularJS, Elastic, or Kibana.
• 3+ years in Technical Support, Software engineering
• 1+ years dedicated to supporting AI/ML or LLM-driven applications.

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
• 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
• Non-exempt employees receive 16 days of paid vacation time per full calendar year
• Exempt employees participate in Cisco’s flexible vacation time off program
• 80 hours of sick time off provided on hire date and each January 1st thereafter
• Optional 10 paid days per full calendar year to volunteer