Technical Product Manager - Support / TAC

Cisco•San Jose, CA

1d•$154,900 - $225,300

About The Position

The Technical Product Manager will own the end-to-end product roadmap for AI-native Support and TAC capabilities. The role balances near-term improvements in case deflection and entitlement accuracy with long-term domain ontology development. It includes defining and optimizing the pre-case intake experience to enable fast self-service resolution while routing cases that need human intervention appropriately. The position leads design and governance of the service-request case lifecycle, improving classification, assignment, and resolution to increase support efficiency. The manager partners with Product, Engineering, and Support leadership to define domain events, confidence rules, and escalation policies that support autonomous agent workflows. Success is measured by faster and smarter support outcomes, higher deflection rates and entitlement accuracy, and improved Professional Services pipeline conversion. The role is part of Cisco CX’s Technical AI Product Management team, which is transforming Support and TAC into an AI-native operation using autonomous agents to optimize workflows. The team contributes to Cisco’s AI-powered Customer Experience strategy through AI solutions that improve support efficiency and customer satisfaction.

Requirements

Bachelor's or Master's degree in Computer Science, Engineering, Data Science, Business, or a related field.
At least 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.
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 or 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 and TAC capabilities.
Balance near-term improvements in case deflection and entitlement accuracy with long-term domain ontology development.
Define and optimize the pre-case intake experience, enabling self-service resolution while accurately routing cases requiring human intervention.
Lead the design and governance of the service-request case lifecycle, including classification, assignment, and resolution processes.
Partner with Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies for autonomous agent workflows.
Drive support outcomes including increased 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 and a floating holiday for non-exempt employees.
Birthday paid day off, year-end holiday shutdown, and paid personal wellness days.
Paid vacation or flexible vacation time off, depending on employee classification.
Paid sick time.
Additional paid time away may be requested for critical or emergency issues for family members.
Optional paid volunteer days.
Annual bonuses for eligible non-sales employees.
Potential Cisco restricted stock unit grants, subject to eligibility and vesting terms.