Technical Systems Engineer (Hybrid)

The application window is expected to close on: 11/08/2026 This is a hybrid role that requires you to be in the office three days per week at either Cisco’s San Jose, CA or RTP, NC location, depending on your location. Meet the Team The Commerce Quote to Order team enables Cisco’s go-to-market strategy with an exceptional commercial platform, focusing on hardware, software subscription, and services through data-driven solutions. At Cisco Commerce, our software engineers develop the next-generation CPQ (Configure Price and Quote) Software solutions that manage $60+ billions of Cisco revenue. We handle substantial data with multiple flows, requiring versatile and enthusiastic engineers to solve the latest challenges and push technology forward. Our teams continuously iterate, solve problems, and collaborate to empower our customers and partners. Your Impact  As a Technical Systems Engineer with Commerce Product Management & Engineering (part of Cisco IT), You will be at the forefront of sustaining, monitoring, and troubleshooting critical enterprise AI capabilities—including generative AI assistants, conversational agents, and foundational LLM platform infrastructure. You will be a bridge between the core AI , platform engineering teams, and end-users by diagnosing complex operational issues across Retrieval-Augmented Generation (RAG) pipelines, vector search indexing, model inference endpoints, prompt orchestration layers, and custom Python integrations. You will collaborate on multi-functional projects to identify areas for improvement. You will analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies. Responsibilities: Act as the main point of contact for production support, managing and resolving tickets across various business units Serve as the primary technical escalation point for production issues impacting AI Assistants, conversational interfaces, and foundational AI capabilities. Triage, debug, and resolve incidents related to 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 adherence to strict operational SLAs. Debug and maintain Python-based AI frameworks, microservices, MCPs, and REST API endpoints. Develop custom automation scripts, health-check utilities, and synthetic monitoring tests in Python to proactively identify failure modes. Monitor AI telemetry, token consumption, error rates, and latency metrics using observability platforms (e.g., Langfuse, LangSmith, Datadog, Splunk). Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction Document processes, resolutions, and recurring issues for knowledge management and training purposes. Minimum Qualifications Bachelor’s degree in Engineering with 6–7 years of relevant professional experience. 3+ years of experience using or supporting one or more of the following technologies: Java, SQL, PL/SQL, Oracle, MongoDB, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana. 3+ years in Technical Support, SRE, Software Engineering, with at least 1–2 years dedicated to supporting AI/ML or LLM-driven applications. Preferred Qualifications Excellent English communication skills to collaborate effectively with global teams. Strong Analytical and troubleshooting Skills. 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 $130,600.00 to $166,300.00 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 pe