At Cisco, the IT Workforce Collaboration (ITWfC) team is dedicated to delivering an exceptional workplace experience — enabling our people to collaborate, innovate, and perform at their best. Our Collaboration Services group leads with Cisco’s cutting-edge technologies, powering the future of work through Webex Messaging, Meetings, and Video Collaboration Devices.

We are innovators, accelerators, and transformers — designing agile and scalable experiences for a global workforce. We thrive on passion, curiosity, and a deep commitment to making work better every day. Come build the future of work with us!

What You’ll Do

As a Technical Systems Engineer, you will provide operational support for Cisco Webex Calling, Messaging, Meetings, and Video Collaboration devices globally. Your role will involve:

• Acting as a technical escalation point for complex issues impacting collaboration services and endpoint technologies.
• Participating in global enterprise projects focused on collaboration technology rollouts, upgrades, and service improvements, including those leveraging AI for enhanced user experience, predictive maintenance, or operational efficiency.
• Supporting the deployment, configuration, and management of Webex devices.
• Troubleshooting and resolving issues across Webex applications, collaboration endpoints, and supporting network components (firewalls, VPN, Wi-Fi, VLANs), contributing to the improvement of diagnostic tools and processes, potentially through AI-driven insights.
• Collaborating with engineering, product teams, and vendors to ensure high availability and quality of collaboration experiences, exploring innovative solutions for system optimization and automation.
• Assisting with new product introduction (NPI) validation, feature enablement, and user acceptance testing (UAT) for new solutions, with an eye towards integrating emerging technologies like AI to improve functionality or security.
• Participating in an on-call rotation to provide 24x7 Tier 2/3 coverage for critical incidents.
• Documenting solutions, technical designs, troubleshooting guides, and contributing to operational best practices.

Who You'll Work With

You'll be a key member of the Meeting, Messaging and Advanced Cisco Experience within Cisco’s IT Workforce Collaboration organization. You’ll partner daily with peer engineers, architects, IT service managers, and Cisco product teams to deliver an unmatched collaboration experience for all Cisco employees worldwide, contributing to the adoption and operationalization of cutting-edge technologies, including AI-enhanced collaboration tools and systems.

Who You Are

• Customer-obsessed, energetic, and passionate about delivering a world-class experience.
• Skilled at solving complex problems and owning outcomes from start to finish.
• Comfortable operating in a fast-paced, agile environment with global teams.
• Strong communicator — you can explain technical issues to both technical and non-technical audiences clearly.
• Lifelong learner — excited to grow skills in emerging technologies like AI-enhanced collaboration and cloud-native solutions.

Minimum requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience.
• 3-5 years of IT experience supporting enterprise collaboration environments.
• Solid hands-on experience supporting Cisco Webex Meetings, Messaging, Control Hub, and Video Devices.
• Understanding of collaboration back-end systems (CUCM, Expressway, CUBE, WbxCalling a plus) and IP telephony fundamentals.
• Strong troubleshooting skills across collaboration platforms and supporting network layers (firewalls, VPNs, VLANs, Wi-Fi).
• Hands-on experience with Unix/Linux console commands for troubleshooting.
• Experience with enterprise ticketing systems (e.g., ServiceNow) and Agile tools (e.g., Jira).
• Strong documentation skills — ability to create and maintain clear and concise technical content.
• Willingness to participate in an on-call rotation, including some weekends.

Preferred Requirements:

• Cisco certifications: CCNA Collaboration, CCNP Collaboration, or equivalent.
• Experience supporting high-visibility users (executives, critical incident handling).
• Familiarity with Agile or DevOps practices.
• Experience with telemetry, analytics, and reporting tools (e.g., Webex Control Hub advanced analytics, ThousandEyes).
• Project experience (global deployments, technology pilots, or major upgrades).
• Strong experience with Dev and/or AI Ops, contributing to the development and operationalization of AI-driven solutions or tools.

We Are Cisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.