Technical Support Manager

Cisco
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 6-7 yearsEducation: bachelorsSkills: ["Communication","Collaboration","Troubleshooting","Critical thinking","Documentation"]

Lead production support for Commerce CPQ platforms, serving as the main point of contact across business units. Manage and resolve ticket workflows, triage by urgency and impact, and perform root-cause analysis to address complex issues. Use trends and data to proactively prevent recurring problems, collaborate with business users, analysts, and developers on enhancements, and document solutions for scalable knowledge management. Ensure security, scalability, and performance best practices.

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FursaFursa
Cisco
Cisco
1 day ago

Technical Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead production support for Commerce CPQ platforms, serving as the main point of contact across business units. Manage and resolve ticket workflows, triage by urgency and impact, and perform root-cause analysis to address complex issues. Use trends and data to proactively prevent recurring problems, collaborate with business users, analysts, and developers on enhancements, and document solutions for scalable knowledge management. Ensure security, scalability, and performance best practices.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Act as the main point of contact for production support, managing and resolving 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 support-ticket trends to proactively identify recurring issues and implement long-term fixes.
  • •Follow security, scalability, and performance best practices and document processes/resolutions for knowledge management.

Key Requirements

  • •Bachelor’s degree in Engineering with 6–7 years of relevant professional experience.
  • •3+ years using or supporting Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful), Elastic, or Kibana.
  • •3+ years of experience in technical operations support and using case management tools.
  • •Experience supporting commercial business processes for Configure, Price, Quote and Order Management systems.
  • •Ability to communicate and collaborate effectively with global teams.
Experience:6-7 yearsTechnical operations supportCase managementConfigure Price Quote (CPQ)Configure, Price, Quote and Order ManagementDigital transformation
Education:Bachelor's in Engineering
Skills:CommunicationCollaborationTroubleshootingCritical thinkingDocumentation
Tech Stack:JavaSQLPL/SQLOracleMongoDBCassandraSnowflakeAngularJSPythonAPIsHTTPRESTful web servicesElasticKibana

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
Glassdoor
Glassdoor: 4.0
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