Product Support Specialist Apply (https://jobs.cisco.com/jobs/Login?projectId=1444419) + Location:Bangalore, India + Area of InterestSupply Chain + Job TypeProfessional + Technology Interest*None + Job Id1444419 **Meet the Team** **Join Cisco's** **Supply Chain Operations Team** **, where innovation meets customer success. As part of the** **Supply Chain Fulfillment Analytics** **group, we empower operations teams, internal users, and external clients with data-driven insights and analytics solutions. Our mission is to ensure seamless support for our platform, helping stakeholders resolve issues, answer product-related queries, and maximize the value derived from Cisco's fulfillment analytics solutions.** **Your Impact** **As a** **Product Support Specialist** **, you will play a pivotal role in ensuring the smooth operation of the** **Supply Chain Fulfillment Analytics** **platform. Acting as the first line of defense for product-related inquiries and issues, you will ensure that stakeholders receive timely, effective, and empathetic support. You will:** + **Monitor** **critical job processes** **, troubleshoot issues, and collaborate with stakeholders to implement changes and enhancements.** + **Provide extended support during** **month-end and quarter-end periods** **to help Cisco achieve its revenue targets.** + **Manage customer escalations, resolving high-priority issues to prevent business disruptions.** + **Collaborate with third-party logistics providers to gather requirements and resolve issues or bugs.** + **Participate in** **user acceptance testing (UAT)** **for new features or product changes related to fulfillment analytics.** + **Provide insights into customer pain points and suggest feature enhancements based on support patterns.** + **Serve as the** **first point of contact** **for troubleshooting product-related inquiries in fulfillment and supply chain analytics.** + **Triage, document, and escalate complex issues to appropriate teams (e.g., product, engineering, or analytics).** + **Support data processes by planning, designing, and coordinating the development, integration, and operation of computer-based systems.** + **Govern and support data administration policies, standards, and** **data modeling best practices** **.** + **Work collaboratively with stakeholders to identify and resolve critical ongoing issues.** **Who You Are** **You are a highly motivated and detail-oriented professional with a passion for providing exceptional product support. You thrive in dynamic environments, enjoy solving complex problems, and have strong communication skills to engage with both technical and non-technical audiences.** **Minimum Qualifications** + **Technical Expertise:** + **Strong** **SQL** **skills with the ability to diagnose and explain technical issues.** + **Familiarity with** **SAP HANA** **is a plus (good to have).** + **Knowledge of** **APIs, data integrations** **, or supply chain ERP systems (e.g., SAP, Oracle).** + **Understanding of analytical processes and the ability to create** **flow diagrams** **for existing logic.** + **Domain Knowledge:** + **Supply chain domain knowledge is a plus, including expertise in planning, manufacturing, fulfillment, materials management, procure-to-pay (P2P), sales and distribution, logistics, and costing processes.** + **Collaboration and Problem Solving:** + **Proven ability to manage multiple priorities and work under pressure in a fast-paced environment.** + **Strong logical thinking and communication skills to collaborate across teams.** + **Tools and Processes:** + **Familiarity with** **Agile workflows** **and tools such as** **JIRA** **and** **Rally** **.** + **Experience in conducting** **UAT** **and ensuring smooth implementation of new features or product enhancements.** **Preferred Qualifications** + **Data Governance and Modeling:** + **Experience in supporting** **data administration policies** **and best practices for data modeling.** + **Stakeholder Management:** + **Proven experience working with stakeholders across business and technical teams to resolve ongoing issues.** + **Logistics and Partner Collaboration:** + **Experience working with third-party logistics providers or external partners to resolve escalations and gather requirements.** **Responsibilities in Detail** + **Product Support and Troubleshooting:** **Serve as the first point of contact for product-related inquiries, ensuring timely and effective resolution of issues.** + **Collaboration with Stakeholders:** **Work with internal teams and external partners to resolve escalations and address critical pain points.** + **Data Analytics and Integration:** **Read and analyze** **SQL/CV written in SAP HANA** **to understand existing logic, create flow diagrams, and integrate datasets logically.** + **Testing and Validation:** **Participate in** **UAT** **to validate new features and provide feedback for improvements.** + **Continuous Improvement:** **Provide insights into user pain points and propose feature enhancements to maximize the platform's value.** **Who You'll Work With** **You will collaborate with a wide range of stakeholders, including internal users, external clients, operations teams, and third-party logistics providers. Additionally, you'll work closely with engineering, analytics, and product development teams to ensure seamless resolution of issues and implementation of enhancements.** **What Makes Cisco Unique** + **Cisco has been ranked** **\#1 on the Fortune 100 Best Companies to Work For** **list three years in a row (2021, 2022, 2023).** + **We offer** **10 days off annually** **for volunteering to support causes you're passionate about.** + **With** **30 Inclusive Communities** **, we bring people together to foster belonging, learn, and make a difference.** + **We care about your growth-providing learning opportunities, mentorship programs, and career advancement paths.** **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. Simply put – we power the future.** **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.** **Message to applicants applying to work in the U.S. and/or Canada:** 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 haveaccess (https://www.cisco.com/c/en/us/about/careers/we-are-cisco/benefits-and-perks.html) 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. Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.