Technical Product Manager – Support, TAC

Cisco

. Own the end-to-end product roadmap for AI-native Support/TAC capabilities .

Posted 11/7/2026full-timeUnited StatesMid-LevelSenior💰 $154,900 - $225,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in product management for AI-native support capabilities, focusing on the design and governance of support workflows, including classification and resolution processes. Proven ability to enhance efficiency through autonomous AI agent workflows and collaboration across product and engineering teams.

Highest-signal resume keywords

Product Management ExperienceAgentic AI ExpertiseSupport/Ticketing Lifecycle DesignGovernance for Automated WorkflowsAI/ML Product Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Roadmap OwnershipTechnical Support PlatformsMulti-Agent OrchestrationWorkflow Design (CMMN, BPMN)Deflection Rate ImprovementEntitlement AccuracyClassification ProcessesResolution ProcessesEvent-Driven Workflow DesignUpsell/Attach Motions

Soft Skills

Cross-Functional CollaborationLeadershipStrategic ThinkingProblem SolvingCommunication

Tools & Technologies

Cisco IQAgenticOps PlatformAI Canvas

Industry Keywords

Technical SupportTACManaged ServicesNetworkingInfrastructure

About the role

Key responsibilities & impact

Own the end-to-end product roadmap for AI-native Support/TAC capabilities
Balance immediate wins in deflection and entitlement accuracy with long-term domain ontology development
Define and optimize the pre-case intake experience
Ensure fast self-serve resolution while accurately admitting cases requiring human intervention
Lead the design and governance of the SR Case lifecycle
Improve classification, assignment, and resolution processes to drive measurable support efficiency
Partner across Product, Engineering, and Support leadership
Codify domain events, confidence rules, and escalation policies for autonomous agent workflows
Increase deflection rates, entitlement accuracy, and Professional Services pipeline conversion

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
Paid parental leave
Short- and long-term disability coverage
Basic life insurance
Eligibility for Cisco restricted stock unit grants
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation per full calendar year for non-exempt employees
Flexible vacation time off program with no defined limit for eligible exempt employees
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward annually
Additional paid time away for critical or emergency family issues
Optional 10 paid volunteer days per full calendar year
Annual bonuses for non-sales roles, subject to Cisco policies