Technical Product Manager​/TAC

Position: Technical Product Manager - Support / TAC
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 QUALIFICATION
** S

+ 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, Agentic Ops 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.

** Message to applicants applying to work in the U.S. and/or Canada:*
* The starting salary range posted for this position is $ to $ and reflects the projected…