Technical Support Manager

Cisco; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Cisco Bengaluru is seeking a Technical Support Manager within Commerce Product Management & Engineering to drive scalable, data‑driven solutions for Configure, Price, Quote and Order Management. You will be the main contact for production support and help IT address evolving business models through digital and cloud technologies.

You will collaborate across teams to identify improvements, analyze processes and data, perform root cause analysis, triage and prioritize tickets, and work with

Qualifications

• Bachelor’s degree in Engineering with 6–7 years of relevant professional experience.
• 3+ years of experience using or supporting Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python or APIs.
• 3+ years of experience in technical operations support and case management tools.
• Experience with Configure, Price, Quote and Order Management systems.

Responsibilities

• Act as the main point of contact for production support and resolve tickets across 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 identify recurring issues and implement long-term solutions.
• Collaborate with business users, analysts and developers to understand issues and enhancements.
• Ensure timely and effective resolution of issues while maintaining customer satisfaction.
• Follow industry best practices for security, scalability and performance.
• Document processes, resolutions and recurring issues for knowledge sharing.

Skills

Java

SQL

PL/SQL

Oracle

MongoDB

Cassandra

Snowflake

AngularJS

Python

APIs (HTTP/REST)

Elastic

Kibana

Education

Bachelor’s degree in Engineering

Tools

Case Management Tools

Job description

Meet the Team

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.

Your Impact

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.

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.

• 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

Minimum Qualifications

• 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.

Preferred Qualifications

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

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.