[Remote] SAAS Operations Engineer

Note: The job is a remote job and is open to candidates in USA. Cisco is a leader in connecting and protecting organizations in the AI era and is seeking a SAAS Operations Engineer to bridge the gap between engineering teams and business stakeholders. The role involves leading incident management processes, analyzing system architectures, and driving continuous improvement in operational efficiency.

Responsibilities

• Bridge the gap between engineering teams and business stakeholders by translating complex technical issues into clear, actionable updates during critical outages
• Lead the end-to-end incident lifecycle to ensure seamless escalation, resolution, and alignment across the organization
• Analyze system architectures and diagnostic logs to partner with engineering on root cause identification and long-term service improvements
• Author high-quality Root Cause Analysis (RCA) documentation to provide transparency and maintain customer confidence
• Drive continuous improvement by refining incident response playbooks and communication templates to increase operational efficiency and minimize future impact
• May be required to participate in an on-call rotation

Skills

• 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

Benefits

• Medical, dental and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
• 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
• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies
• Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan
• 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 0% up to 125% of target
• Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid
• Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements

Company Overview

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