Technical Product Manager - Support / TAC

020 Cisco Systems, Inc.; San Jose (CA); On-site; USD 155,000 - 225,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with Cisco match

Paid parental leave

Disability coverage

Life insurance

Paid time off

Job summary

Cisco Systems, Inc is seeking a Product Manager to lead the AI-native Support/TAC roadmap, shaping autonomous agent workflows and fast self-serve resolutions. You will define governance, improve case lifecycle, and collaborate across product, engineering, and support leadership to deliver measurable efficiency gains.

The role emphasizes agentic AI, cross-functional leadership, and strategic impact on deflection, entitlement accuracy, and services pipeline growth.

Qualifications

• Minimum 5+ years in product management for technical support or customer-success platforms.
• Hands-on experience with agentic AI and multi-agent orchestration.
• Knowledge of support/ticketing lifecycle design and governance for automated workflows.

Responsibilities

• Own end-to-end product roadmap for AI-native Support/TAC capabilities.
• Define pre-case intake experience for fast self-serve resolution.
• Lead SR Case lifecycle governance including classification and assignment.
• Partner with Product/Engineering/Support to codify events and escalation policies.

Skills

Agentic AI experience

Autonomous AI agents

Multi-agent orchestration

Support lifecycle design

Governance for autonomous workflows

Product management

Education

Bachelor's or Master's in CS/Engineering/Data Science/Business

Tools

Cisco IQ

AgenticOps platform

AI Canvas

Job description

Application Window

The application window is expected to close on: 11/29/2026

MEET THE TEAM

The Cisco CX Technical AI Product Management team drives the transformation of Support and TAC into an AI-native operation, where autonomous agents optimize workflows with minimal human intervention. This team plays a critical role in Cisco's broader AI-powered Customer Experience strategy, enhancing support efficiency and customer satisfaction across the company. Comprised of experienced product managers, engineers, and support leaders, the team fosters a collaborative and innovative environment focused on cutting-edge AI solutions. What makes this team exciting is its pioneering work in agentic AI, shaping the future of technical support through automation and intelligent orchestration.

YOUR IMPACT

• Own the end-to-end product roadmap for AI-native Support/TAC capabilities, balancing immediate wins in deflection and entitlement accuracy with long-term domain ontology development.
• Define and optimize the pre-case intake experience, ensuring fast self-serve resolution while accurately admitting cases that require human intervention.
• Lead the design and governance of the SR Case lifecycle, improving classification, assignment, and resolution processes to drive measurable support efficiency.
• Partner across Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies that enable autonomous agent workflows.

Success means delivering faster, smarter support outcomes that increase deflection rates, entitlement accuracy, and Professional Services pipeline conversion.

MINIMUM QUALIFICATIONS

• Bachelor's or Master's degree in Computer Science, Engineering, Data Science, Business, or related field
• 5+ years of product management experience owning technical support, service-request, or customer-success platforms end to end
• Hands-on experience with agentic AI, autonomous AI agents, or multi-agent orchestration frameworks
• Proven expertise in support/ticketing lifecycle design including intake, entitlement, classification, assignment, and resolution flows
• Experience defining governance for automated workflows, including autonomy tiers, confidence gating, and RACI accountability

PREFERRED QUALIFICATIONS

• Background in technical support, TAC, or managed services, especially in networking or infrastructure
• Familiarity with Cisco IQ, AgenticOps platform, AI Canvas, and lifecycle-risk concepts
• Experience with event-driven or state-machine-based workflow design (e.g., CMMN, BPMN)
• Knowledge of upsell/attach motions and converting support insights into cross-sell pipeline
• Prior experience in AI/ML product strategy, AI product management, or applied AI engineering roles

Why Cisco?

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. 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.

Cisconians power the future. We make impact as a team, innovating fast and fearlessly to create meaningful solutions on a large scale. The depth and breadth of our technology doesn't just benefit our customers – it also means limitless opportunities for us to experiment and learn. We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life's best work.

Message to applicants applying to work in the U.S. and/or Canada

The starting salary range posted for this position is $154,900.00 to $225,300.00 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. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training.

The full salary range for certain locations is listed below.

• New York City Metro Area: $154,900.00 - $259,100.00
• Non-Metro New York state & Washington state: $136,500.00 - $228,300.00

Benefits and Paid Time Off

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

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
• 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.