Product Support Specialist

We are looking for a highly motivated Product Support Specialist to join our team and provide frontline support for our Supply Chain Fulfillment Analytics platform. This role is critical in ensuring our customers (internal users, external clients, or operations teams) receive timely, effective, and empathetic support to resolve issues, answer product-related questions, and enhance the value they derive from our product.

• Monitor critical job processes, resolve interim issues, and collaborate closely with business partners to implement necessary changes and enhancements.
• Provide extended support during month-end and quarter-end periods to help Cisco achieve its revenue targets.
• Manage customer partner concerns, resolving high-priority issues to prevent business disruptions.
• Collaborate with third-party logistics providers to gather requirements and resolve identified issues or bugs.
• Handle critical issues related to partner concerns and work towards resolution.
• Provide insights into customer problems and feature enhancement opportunities based on support patterns.
• Participate in user acceptance testing (UAT) for new features or product changes related to fulfillment analytics.
• Serve as the first point of contact for product-related inquiries, issues, and troubleshooting for fulfillment and supply chain analytics features.
• Triage, document, and advance complex issues to the appropriate product, engineering, or analytics teams.
• Involvement in the Plan, design, and develop databases, and coordinate the development, installation, integration, and operation of computer-based systems.to be able to understand and support an analytical process
• Help to govern and support data administration policies, standards, and data modeling best practices.
• Attending collaborator meeting to identify and coordinate solutions for critical ongoing issues.

Required Qualifications:

• 3+ years of SQL experience
• SAP HANA experience

• Ability to diagnose and explain technical issues to both technical and non-technical audiences.
• SupplY Chain Domain Knowledge
• Additional Depth of knowledge integrating the planning function with manufacturing, fulfillment, materials management, procure-to-pay (P2P), sales and distribution, logistics, and costing processes.
• Candidate should be able to read SQL/CV written in SAP HANA to understand the existing logic, create flow diagrams , and make logical conclusions on how different datasets can be integrated.
• Familiarity with Agile product development and support workflows (JIRA,Rally)
• Knowledge of APIs, data integrations, or supply chain ERP systems (SAP, Oracle, etc.).
• Demonstrable ability to manage multiple priorities and handle a fast-paced environment.

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.