Technical Product Manager - Support / TAC
Core
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.
Role type
Senior Technical Product Manager (AI/Agentic AI)
Builds
AI-native support workflows, autonomous agent orchestration, and intelligent case lifecycle management
Domain
Enterprise Networking & Infrastructure (Cisco)
Deliverable
production ML models
Required skills
Product management for technical support platforms, agentic AI and autonomous agent orchestration, support/ticketing lifecycle design, governance for automated workflows, domain ontology development
Preferred skills
Technical support/TAC background, Cisco IQ/AgenticOps platform familiarity, event-driven workflow design (CMMN/BPMN), upsell/attach motions, AI/ML product strategy
Technologies
Cisco IQ, AgenticOps, AI Canvas, CMMN, BPMN
Responsibilities
Define and optimize pre-case intake experience, lead design of SR Case lifecycle, partner to codify domain events and escalation policies, drive measurable support efficiency and deflection rates
Seniority
Senior, hands-on IC