SAAS Operations Engineer

Requirements

• 5+ years of experience in technical support, site reliability engineering, or incident management roles.
• Experience supporting Cisco Webex products (Meetings, Messaging, Calling, or Contact Center) and AWS cloud environments.
• Experience with incident management and ticketing platforms, including JIRA, PagerDuty, and ServiceNow.
• Technical knowledge of networking concepts, including VLANs, routing, subnetting, and packet capture analysis.
• Experience authoring professional technical documentation, including incident reports, process playbooks, or customer-facing Root Cause Analyses.
• Experience utilizing observability and monitoring platforms such as Splunk and Grafana.
• Prior experience in a customer-facing role within a high-availability production environment.
• Knowledge of ITIL incident management frameworks.
• Why Cisco?
• We are Cisco, and our power starts with you.
• Message to applicants applying to work in the U.S. and/or Canada:
• The starting salary range posted for this position is $94,200.00 to $125,000.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
• U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exem

Benefits

Additional Information

The application window is expected to close on: Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received . MEET THE TEAM Our team serves as the critical connective tissue between complex engineering operations and our global business stakeholders. We operate at the intersection of technical diagnostics and strategic communication, ensuring organizational alignment during high-pressure incidents. Comprised of highly collaborative technical experts, our group maintains a fast-paced and passionate environment where precision and clarity are paramount. Joining us means becoming a vital voice in maintaining system reliability and customer trust. It is an exciting time to be part of a team that directly influences the stability and reputation of our global product suite.

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