Technical Product Manager - Support / TAC
About The Position
The Cisco CX Technical AI Product Management team is transforming Support and TAC into an AI-native operation, using autonomous agents to optimize workflows with minimal human intervention. The team collaborates across product management, engineering, and support to develop AI solutions that improve support efficiency and customer satisfaction. The Technical Product Manager owns the end-to-end roadmap for AI-native Support/TAC capabilities, balancing near-term improvements in deflection and entitlement accuracy with long-term domain ontology development. The role defines and optimizes pre-case intake, governs the service request (SR) case lifecycle, and partners with Product, Engineering, and Support leadership to establish domain events, confidence rules, and escalation policies for autonomous agent workflows. Success is measured through faster, smarter support outcomes, increased deflection rates and entitlement accuracy, and improved Professional Services pipeline conversion.
Requirements
- Bachelor's or Master's degree in Computer Science, Engineering, Data Science, Business, or a 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 or 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.
Nice To Haves
- 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, such as CMMN or 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.
Responsibilities
- Own the end-to-end product roadmap for AI-native Support/TAC capabilities.
- Balance immediate improvements in deflection and entitlement accuracy with long-term domain ontology development.
- Define and optimize the pre-case intake experience to enable fast self-service resolution and route cases requiring human intervention appropriately.
- Lead the design and governance of the SR Case lifecycle, improving classification, assignment, and resolution processes.
- Partner with Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies that enable autonomous agent workflows.
- Deliver support outcomes that increase deflection rates, entitlement accuracy, and Professional Services pipeline conversion.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Paid holidays
- Floating holiday for non-exempt employees
- Paid day off for employee’s birthday
- Paid year-end holiday shutdown
- Paid personal wellness days
- Paid vacation or flexible vacation time off, depending on employee classification
- Sick time off
- Additional paid time away may be requested for critical or emergency family issues
- Optional paid volunteer days
- Annual bonuses for non-sales roles, subject to Cisco policies
- Potential Cisco restricted stock unit grants, subject to eligibility and vesting requirements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
