Technical Systems Engineer (Hybrid)
About The Position
As a Technical Systems Engineer with Commerce Product Management & Engineering, part of Cisco IT, you will sustain, monitor, and troubleshoot enterprise AI capabilities, including generative AI assistants, conversational agents, and foundational LLM platform infrastructure. You will connect core AI and platform engineering teams with end users, diagnosing operational issues across RAG pipelines, vector search indexing, model inference endpoints, prompt orchestration layers, and custom Python integrations. You will collaborate on cross-functional projects to identify improvements, analyze internal processes, data, and problems, and assess the benefits of emerging digital and cloud technologies. This is a hybrid role requiring three days per week in the office at either Cisco’s San Jose, California or RTP, North Carolina location, depending on your location.
Requirements
- Bachelor’s degree in Engineering.
- 6–7 years of relevant professional experience.
- At least 3 years of experience using or supporting one or more of the following: Java, SQL, PL/SQL, Oracle, MongoDB, Snowflake, AngularJS, Python, HTTP/RESTful APIs or web services, Elastic, or Kibana.
- At least 3 years in Technical Support, SRE, or Software Engineering, including 1–2 years dedicated to supporting AI/ML or LLM-driven applications.
Nice To Haves
- Excellent English communication skills for effective collaboration with global teams.
- Strong analytical and troubleshooting skills.
Responsibilities
- Act as the main point of contact for production support, managing and resolving tickets across business units.
- Serve as the primary technical escalation point for production issues affecting AI assistants, conversational interfaces, and foundational AI capabilities.
- Triage, debug, and resolve incidents involving model latency, context overflow, prompt drift, and upstream API failures.
- Monitor agent workflows, multi-tool function calling, and orchestration layers to maintain high availability and meet operational SLAs.
- Debug and maintain Python-based AI frameworks, microservices, MCPs, and REST API endpoints.
- Develop Python automation scripts, health-check utilities, and synthetic monitoring tests to proactively identify failure modes.
- Monitor AI telemetry, token consumption, error rates, and latency metrics using observability platforms such as Langfuse, LangSmith, Datadog, and Splunk.
- Resolve issues promptly and effectively while maintaining customer satisfaction.
- Document processes, resolutions, and recurring issues for knowledge management and training.
Benefits
- Medical, dental, and vision insurance, subject to plan eligibility rules.
- 401(k) plan with a Cisco matching contribution.
- Paid parental leave.
- Short- and long-term disability coverage.
- Basic life insurance.
- Cisco restricted stock unit grants may be available, subject to eligibility and vesting conditions.
- Paid holidays and a floating holiday for non-exempt employees.
- Paid birthday day off, year-end holiday shutdown, and paid personal wellness days.
- Paid vacation time for non-exempt employees; exempt employees participate in a flexible vacation time off program.
- Paid sick time, with unused sick time carryover as described in the posting.
- Additional paid time away may be requested for critical or emergency family issues.
- Optional paid volunteer days.
- Non-sales employees may be eligible for annual bonuses, subject to Cisco policies.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
