Technical Systems Engineer Apply (https://jobs.cisco.com/jobs/Login?projectId=1447936) + Location:San Jose, Costa Rica + Area of InterestEngineer - Software + Job TypeProfessional + Technology InterestSoftware Development + Job Id1447936 **MEET THE TEAM** 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 brand new 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. You'll be a key member of the Meeting, Messaging and Advanced Cisco Experience within Cisco’s IT Workforce Collaboration organization, partnering daily with peer engineers, architects, IT service managers, and Cisco product teams to deliver an unmatched collaboration experience for all Cisco employees worldwide. YOUR IMPACT + As a Technical Systems Engineer, you will: + Provide operational support for Cisco Webex Calling, Messaging, Meetings, and Video Collaboration devices globally. + Act as a technical customer concern point for complex issues impacting collaboration services and endpoint technologies. + Participate in global enterprise projects focused on collaboration technology rollouts, upgrades, and service improvements. + Support the deployment, configuration, and management of Webex devices. + Fix and resolve issues across Webex applications, collaboration endpoints, and supporting network components (firewalls, VPN, Wi-Fi, VLANs). + Collaborate with engineering, product teams, and vendors to ensure high availability and quality of collaboration experiences. + Assist with new product introduction (NPI) validation, feature enablement, and user acceptance testing (UAT) for new solutions. + Participate in an on-call rotation to provide 24x7 Tier 2/3 coverage for critical incidents. + Document solutions, technical designs, solve guides, and contribute to operational standard methodologies. MINIMUM QUALIFICATIONS + Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent work experience, with 3-5 years of IT experience supporting enterprise collaboration environments. + Solid practical experience supporting Cisco Webex Meetings, Messaging, Control Hub, and Video Devices. + Understanding of collaboration back-end systems (CUCM, Expressway, CUBE, WbxCalling a plus) and essential concepts of IP telephony. + Strong fix skills across collaboration platforms and supporting network layers (firewalls, VPNs, VLANs, Wi-Fi), including practical experience with Unix/Linux console commands. + Experience with enterprise ticketing systems (e.g., ServiceNow) and Agile tools (e.g., Jira), alongside strong documentation skills for creating clear technical content. PREFERRED QUALIFICATIONS + Cisco certifications: CCNA Collaboration, CCNP Collaboration, or equivalent. + Experience supporting high-visibility users (executives, critical incident handling). + Familiarity with Agile or DevOps practices, and some experience with Dev and/or AI Ops. + Experience with telemetry, analytics, and reporting tools (e.g., Webex Control Hub advanced analytics, ThousandEyes). + Project experience (global deployments, technology pilots, or major upgrades). **For this role is required to be willing to participate in an on-call rotation, including some weekends.** \#WeAreCisco 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.