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Data Center Network Deploy Technician, Infrastructure Delivery
Amazon
Sterling, VA
…we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have…
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Senior Front End Engineer
General Dynamics Information Technology
Fairfax, VA
Identify opportunities to modernize our frontend stack and take ownership of technical initiatives that improve developer experience and application quality
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Global Senior Data Processing Specialist
ICF Incorporated, LLC
Rockville, MD
· Experience with Survey Solutions, ODK, SurveyCTO, KoboToolbox, or another digital data collection platform.
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Principal Aftermarket Technical Product Manager
GE Aerospace
Charlottesville, VA · Glen Allen, VA
Data-driven decisions ** Define and track product KPIs (repair turnaround time, on-time delivery, quote cycle time, system availability, customer satisfaction) and use them to prioritize…
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Director, Security Operations Enablement
AIG
Reston, VA
…that underpin Security Operations. This includes ownership of Data Engineering, Data Analytics, and SIEM/SOAR engineering capabilities, ensuring that platforms, data pipelines, and…
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ServiceNow System Administrator- TS/SCI w/poly
General Dynamics Information Technology
Chantilly, VA
● Conduct continuous capacity planning using telemetry trends, resource consumption analytics, forecasting models, and platform performance indicators. These insights support cost…
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Principal AI Platform and Model Operations Engineer - TS/SCI with Polygraph
General Dynamics Information Technology
Chantilly, VA
We are seeking a hands-on AI Platform Operations Engineer to own and mature the end-to-end platform and lifecycle mechanisms that move AI models, prompts, retrieval assets, dependencies,…
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Product Manager- TS/SCI w/poly
General Dynamics Information Technology
Chantilly, VA
Disaster Recovery that allows for the backup and restoration of operations/data following a major event that destroys, disables, or otherwise forces the reconstitution of capability
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Director of Sales
TerraBella Hermitage
Hermitage, TN
…communities, product ranking and analysis and accurately reports data into the competitive market analysis…
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Senior Director Digital Native, Customer Engineering
Cloudflare
Austin, TX
Drive talent acquisition strategy to recruit top-tier, developer-native systems engineers and managers in a competitive AI talent market
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ISSE/Cybersecurity Engineer- TS/SCI w/poly
General Dynamics Information Technology
Chantilly, VA
● Work closely with cybersecurity representatives and data owners to confirm the platform’s technical capability to protect mission data, upholding confidentiality, integrity, and…
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ServiceNow Platform Administrator
CACI International
Chantilly, VA
We are looking for a ServiceNow Platform Administrator with agile methodology experience to support our DoD customer to implement an enterprise IT service delivery model that provides…
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Site Reliability Engineer- TS/SCI w/poly
General Dynamics Information Technology
Chantilly, VA
● Develop appropriate mechanisms to facilitate technology transfer and sustainment from professional services or othe platform contributors at the direction of the Government.
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Tableau SME- TS/SCI w/poly
General Dynamics Information Technology
Chantilly, VA
● Implement integration patterns using native tool integration (e.g., ServiceNow Integration Hub, Splunk platform APIs) and data transfer methods (e.g., Cross-Domain transfer processes) to…
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Civil Engineer, DC Land Development Strategy, Global Engineering Strategy
Amazon
Herndon, VA
…we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have…
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Sr. Controls Engineer, Data Center, Colocation Regional Engineering - AMER
Amazon
Herndon, VA
…we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have…
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Site Risk & Due Diligence Manager, Risk and Resiliency
Amazon
Herndon, VA
…we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have…
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Cloud Technical Account Manager , ES - SI - Financial Services, ES - SI - GFS
Amazon
Herndon, VA
…all technologies including Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security, and more. This is not a sales role but rather an…
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Cloud Technical Account Manager, ES - NAMER - US-SMB
Amazon
Herndon, VA
…all technologies including Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security and more. This is not a sales role but rather an…
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Senior Electrical Engineer, Data Center Engineering - Electrical Products and Services (DCE-EPS)
Amazon
Herndon, VA
…we're the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensures our customers have…
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Research Scientist
Latent Labs
San Francisco, CA
…reliable workflows and generate high-quality, interpretable…
Added 1 min ago
Technical Lead/Solution Architect
Guidehouse
MCLEAN, VA
Coordinate vendor-delivered capabilities to ensure alignment with shared platform standards, interface contracts, integration patterns, data governance expectations, release readiness…
Added 1 min ago
Quality Assurance System Tester
Guidehouse
MCLEAN, VA
The Quality Assurance and Test Automation Lead will support a large-scale agile software development and platform modernization program supporting the GrantSolutions contract. This role…
Added 1 min ago
Penetration Tester - TS/SCI with Polygraph
General Dynamics Information Technology
McLean, VA
…provide consummate cyber security risk management “as a service” platform across multiple fabrics and centers. We have responsibility to ensure operational IT capabilities provide the…
Added 1 min ago
Manager, Salesforce Delivery
PenFed Credit Union
McLean, VA
…Operations, Risk, Compliance, Architecture, Cybersecurity, Data, and enterprise technology teams to deliver secure, resilient, and member-focused solutions. The role is accountable for…

Cisco

Technical Product Manager - Support / TAC

San Jose, CA, United States

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Job details

Experience: 5+ years of product management experience owning technical support, service-request, or customer-success platforms end to end
Posting language: English
Posted: Nov 6, 2026

Original job description

The application window is expected to close on: 11/29/2026MEET THE TEAM The Cisco CX Technical AI Product Management team drives the transformation of Support and TAC into an AI-native operation, where autonomous agents optimize workflows with minimal human intervention. This team plays a critical role in Cisco's broader AI-powered Customer Experience strategy, enhancing support efficiency and customer satisfaction across the company. Comprised of experienced product managers, engineers, and support leaders, the team fosters a collaborative and innovative environment focused on cutting-edge AI solutions. What makes this team exciting is its pioneering work in agentic AI, shaping the future of technical support through automation and intelligent orchestration.

YOUR IMPACT

Own the end-to-end product roadmap for AI-native Support/TAC capabilities, balancing immediate wins in deflection and entitlement accuracy with long-term domain ontology development. Define and optimize the pre-case intake experience, ensuring fast self-serve resolution while accurately admitting cases that require human intervention. Lead the design and governance of the SR Case lifecycle, improving classification, assignment, and resolution processes to drive measurable support efficiency. Partner across Product, Engineering, and Support leadership to codify domain events, confidence rules, and escalation policies that enable autonomous agent workflows. Success means delivering faster, smarter support outcomes that increase deflection rates, entitlement accuracy, and Professional Services pipeline conversion.

MINIMUM QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

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 (e.g., CMMN, 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

Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.

Message to applicants applying to work in the U.S. and/or Canada:

The starting salary range posted for this position is $154,900.00 to $225,300.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and
Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

$154,900.00 - $259,100.00

Non-Metro New York state & Washington state:

$136,500.00 - $228,300.00

For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined. ** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.

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