• Provide first- and second-level technical support to users of the HCL Digital Experience (DX) platform, assisting content authors, administrators and other corporate portal users. • Guide users on how to use the platform features, clarifying questions about navigation, content management, permissions, publication workflows and other available resources. • Receive, log, classify, prioritize and track tickets from multiple channels (service portal, e-mail, phone and chat), ensuring compliance with established SLAs. • Perform technical triage of requests, identifying incidents, service requests, operational questions and improvement opportunities. • Investigate, reproduce and diagnose issues reported by users, collecting evidence, logs and technical information that help identify the root cause. • Resolve portal-related incidents whenever possible, or escalate to development, infrastructure teams or vendors, following up on the case until completion. • Continuously monitor the lifecycle of tickets, maintaining clear, concise and proactive communication with users about the status of their requests. • Create and keep the knowledge base up to date by producing operational procedures, manuals, FAQs, tutorials and technical articles to support users and internal teams. • Deliver basic training and guidance to users on platform usage, promoting greater autonomy and reducing recurring incidents. • Support content publishing and management activities when required, advising on best practices for platform usage. • Identify trends in recurring incidents and propose preventive actions and opportunities to improve support processes and portal usability. • Act as a liaison between users, technical teams, development and infrastructure, ensuring proper information flow and tracking of requests. • Participate in acceptance testing and functional validation of fixes and improvements implemented on the platform. • Ensure correct documentation of performed activities, securing traceability, service history and compliance with ITSM processes. • Contribute to continuous improvement of support processes, service quality and user satisfaction.

• The Information Systems Engineer III serves as a senior technical contributor responsible for the design, implementation, enhancement, and operational support of complex information systems and integrations critical to business operations. • Applies advanced engineering expertise to solve moderately complex to complex technical problems. • Leads solution design within defined architectures. • Contributes to system reliability, performance, and scalability. • Partners closely with application teams, infrastructure, security, and business stakeholders to translate requirements into technical solutions. • May provide technical guidance to junior engineers and contribute to standards, best practices, and continuous improvement initiatives.

Role Description The Content@Cisco team, as part of WPA, has an opening for a Technical Systems Engineer/Developer to join our dedicated world-wide team. In line with WPA and DW's overarching objectives, we aim to reduce employee friction by 50% and integrate AI into 50% of our operations. We plan to achieve this by enhancing self-service capabilities, eliminating manual tasks, and minimizing support cases and operational overhead. You will work with a remote, worldwide multi-functional team of design, operations and support engineers determined to provide the highest level of systems design and support. You will collaborate with the Content@Cisco Leader and liaise closely with the Content@Cisco lead architect and Product Owner in addition to Workforce Productivity Application leadership. As a Technical Systems Engineer at Cisco, you will be at the forefront of modernizing Content@Cisco, our enterprise-grade content management ecosystem. You will drive the technical evolution of the Box and Alfresco platforms, building intelligent, automated solutions that empower thousands of global employees. This role blends deep full-stack engineering with strategic systems architecture, allowing you to shape the future of how Cisco handles, secures, and interacts with its most critical data. - Full-Stack Product Development: Design and develop the next generation of Content@Cisco self-service portals and full-stack solutions, leveraging Box and Alfresco APIs to streamline employee workflows and eliminate operational friction. - Systems Engineering & Scalability: Lead complex server architectures and index performance while building automation into engineering processes to ensure the service remains scalable, secure, and highly reliable. - Security & Risk Mitigation: Proactively identify and resolve system vulnerabilities by analyzing SAST/DAST scans and partnering with security teams to maintain industry-leading data protection and compliance standards. - AI Innovation: Architect and integrate AI-driven capabilities to provide intelligent assistance and automation, redefining legacy content processes into modern, predictive digital experiences. - Strategic Collaboration: Partner with IT leadership, product managers, and cross-functional application owners to analyze business procedures and identify opportunities for architectural and process improvements. - Agile Operational Excellence: Drive high-velocity delivery within an Agile environment, leading sprints and retrospectives while fostering partnerships across global support groups to sustain a high-performing ecosystem. Qualifications - Bachelor's degree in computer science, Information Technology, or Engineering. - 3+ years of Box platform experience in a large enterprise environment, specializing in API-driven automation (Python, Node.js, or Java), and custom integration development. - 3+ years of Alfresco development experience using Java and the Alfresco SDK to build custom extensions and web scripts. - Full-Stack Development: Proficiency in Java and Python for backend logic, combined with HTML, CSS, Angular, and JavaScript for modern web interfaces. Requirements - Hands-on experience with Linux-based systems (Bash/Shell scripting), database management (Oracle, MongoDB), and search engines (Elasticsearch). - Proven track record using Jenkins and GitHub for CI/CD and integrating AI-powered tools like GitHub Copilot or Jira AI to optimize development workflows. - Proven ability to conduct thorough technical analysis on a range of simple to complex issues and effectively communicate findings through detailed documentation and presentations. - Experience working in an Agile setting, with Jira experience being an added advantage. - Knowledge of several MCP servers and how MCP servers are managed/used. - Knowledge of LLMs. - Knowledge of Aisera is an advantage. - Lead and resolve complex software issues and integrate new applications via REST/JDBC protocols and familiarity with multiple authentication mechanisms. - Proficiency in data visualization tools and applications, such as Microsoft Excel and PowerBI, create insightful dashboards, reports, and presentations for data-driven storytelling. - Effective communication skills for interacting with clients through chat, email, and phone. - Demonstrated ability to lead through influence in highly matrixed organizations. - Experience with the Linux Operating System and a solid understanding of Linux system administration, principals & shell scripting. - Capable of creating and delivering presentations at a management or executive level. Benefits - Medical, dental and vision insurance. - 401(k) plan with a Cisco matching contribution. - Paid parental leave. - Short and long-term disability coverage. - Basic life insurance. - 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. - 16 days of paid vacation time per full calendar year for non-exempt employees. - Flexible vacation time off program for exempt employees. - 80 hours of sick time off provided on hire date and each January 1st thereafter. - Optional 10 paid days per full calendar year to volunteer.

• Provide technical leadership in architecting, developing, and validating advanced test solutions for CRPA antennas and GNSS receivers. • Define system-level test strategies and lead RF/signal simulation architectures. • Work across RF, digital signal processing, and algorithm teams to meet performance standards. • Develop and oversee complex scenario models, architect advanced RF test configurations, and validate new-signal simulation capabilities. • Lead major lab and field test campaigns, setting technical objectives and ensuring data quality.