Technical Systems Engineer (Hybrid)

Cisco•San Jose, CA

1d•Hybrid

About The Position

The Technical Systems Engineer joins Cisco Commerce Product Management & Engineering, part of Cisco IT, supporting the Commerce Quote to Order team. The team builds and operates a commercial platform for hardware, software subscriptions, and services, including next-generation Configure, Price, and Quote (CPQ) software that supports Cisco revenue and customer and partner experiences. The role sustains, monitors, and troubleshoots enterprise AI capabilities, including generative AI assistants, conversational agents, and foundational LLM platform infrastructure. It bridges core AI and platform engineering teams with end users, addressing operational issues across RAG pipelines, vector search indexing, model inference endpoints, prompt orchestration, and custom Python integrations. The position also collaborates on cross-functional projects, analyzes processes and data, and identifies improvements enabled by emerging digital and cloud technologies. This is a hybrid position requiring three days per week in the office at Cisco’s San Jose, California, or RTP, North Carolina, location, depending on the employee’s location. The application window is expected to close on November 8, 2026.

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 web services APIs, Elastic, or Kibana.
At least 3 years of experience in Technical Support, SRE, or Software Engineering, including at least 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 effectively and promptly while maintaining a high level of 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.
Paid holidays and a floating holiday for non-exempt employees.
Birthday day off, paid year-end holiday shutdown, and paid personal wellness days.
Paid vacation or flexible vacation time off, depending on employee classification.
Paid sick time and eligible carryover of unused sick time.
Additional paid time away may be requested for critical or emergency family issues.
Optional paid volunteer days.
Annual bonuses may be available for non-sales roles, subject to Cisco policies.
Employees may be eligible for Cisco restricted stock unit grants, subject to continued employment and vesting terms.