Technical Support Manager

Cisco

. Act as the main point of contact for production support across various business units .

Posted 11/7/2026full-timeNorth Carolina • United StatesMid-LevelSenior💰 $104,000 - $138,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing production support, resolving technical escalations, and utilizing AI for trend analysis and problem-solving. Proficient in collaborating with cross-functional teams to enhance processes and ensure customer satisfaction.

Highest-signal resume keywords

Production Support ManagementAI/ML Application SupportPython ProgrammingTechnical TroubleshootingRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PythonHTTP/RESTful Web Services APIsMongoDBJavaSQLPL/SQLOracleSnowflakeAngularJSElastic

Soft Skills

Excellent Communication SkillsStrong Analytical Skills

Tools & Technologies

KibanaAI FrameworksMicroservicesMCPsREST API

Industry Keywords

Technical SupportSoftware EngineeringCustomer SatisfactionKnowledge ManagementProcess Improvement

Tech Stack

Tools & technologies

AngularCloudJavaMicroservicesMongoDBOraclePythonSnowflakeSQL

About the role

Key responsibilities & impact

Act as the main point of contact for production support across various business units
Manage and resolve production support tickets
Handle technical escalations, 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 solve complex problems
Use AI to analyze support-ticket trends, identify recurring issues, and implement long-term solutions
Collaborate with business users, analysts, and developers on issues and enhancements
Ensure timely issue resolution and maintain 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
Collaborate on multifunctional projects to identify process improvements and apply emerging digital and cloud technologies

Requirements

What you’ll need

Bachelor’s degree in Engineering
6+ years of relevant professional experience
3+ years of experience using or supporting one or more of: Python, HTTP/RESTful web services APIs, MongoDB, Java, SQL, PL/SQL, Oracle, Snowflake, AngularJS, Elastic, or Kibana
3+ years in Technical Support or Software Engineering
1+ years dedicated to supporting AI/ML or LLM-driven applications
Excellent communication skills to collaborate effectively with global teams
Strong analytical and troubleshooting skills

Benefits

Comp & perks

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
Cisco restricted stock unit grants may be available
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation per full calendar year for non-exempt employees
Flexible vacation time off program for eligible exempt employees
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
Additional paid time away for critical or emergency family issues
Optional 10 paid volunteer days per full calendar year
Annual bonuses for non-sales roles, subject to Cisco policies
Hybrid work arrangement