3 days ago
Base Salary
$131k - $166k/yr
Responsibilities
- Manage and resolve production-support 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 operational SLA adherence.
- Debug and maintain Python-based AI frameworks, microservices, MCPs, and REST API endpoints.
- Develop Python automation scripts, health-check utilities, and synthetic monitoring tests.
- Monitor AI telemetry, token consumption, error rates, and latency using observability platforms.
- Document processes, resolutions, and recurring issues for knowledge management and training.
Requirements
- Bachelor’s degree in Engineering and 6–7 years of relevant professional experience.
- At least 3 years of experience using or supporting one or more of Java, SQL, PL/SQL, Oracle, MongoDB, Snowflake, AngularJS, Python, HTTP/RESTful APIs, Elastic, or Kibana.
- At least 3 years of experience in Technical Support, SRE, or Software Engineering, including 1–2 years supporting AI/ML or LLM-driven applications.
- Excellent English communication skills for collaboration with global teams.
- Strong analytical and troubleshooting skills.
Benefits
- Hybrid work requiring three days per week in the office at Cisco’s San Jose, California or RTP, North Carolina location.
- Medical, dental, and vision insurance; 401(k) matching; paid parental leave; disability coverage; and basic life insurance, subject to eligibility.
- Potential eligibility for Cisco restricted stock units and annual bonuses for non-sales roles.
- Paid holidays, floating holiday, birthday leave, year-end shutdown, wellness days, vacation or flexible time off, sick time, family emergency leave, and optional volunteer days.
About Cisco
Cisco designs and sells networking, security, and collaboration platforms for enterprises, service providers, and governments, spanning routers and switches, Wi‑Fi, firewalls, zero‑trust, observability, and cloud-managed IT (Meraki) plus Webex. Its business model mixes hardware, software subscriptions, and support/consulting services. Founded in 1984 and headquartered in San Jose, California, Cisco is a public company traded on Nasdaq and serves customers across data centers, campuses, and service provider networks.