Lead Program Manager – Residential Support, Care

TechSee

Principal Home Support Domain Expert at TechSee leveraging AI for advanced residential IT support. Collaborating with teams to enhance troubleshooting for smart home devices and connectivity.

Posted 5/27/2026full-timeNew York City • New Jersey, New York • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Own the Knowledge Layer: Architect and maintain the core troubleshooting logic, decision trees, and diagnostic maps for smart home devices, connectivity, and ISP environments.
Define AI Interaction Flows: Design precise AI triage mechanisms, seamless escalation paths, and structured support playbooks that feel natural and effective to the end user.
Optimize AI Performance: Partner directly with R&D and LLM Engineering to refine prompts, retrieval quality (RAG), and agent decision accuracy.
Continuous Quality Assurance: Audit live customer-to-AI interactions to identify gaps, refine logic, and continuously improve the AI's real-world resolution rate.
Standardize & Train: Set performance evaluation benchmarks and build training frameworks for internal teams and BPO partners.
Voice of the Customer: Act as the internal champion for practical field support, translating real technician and consumer realities into engineering requirements.

Requirements

What you’ll need

10+ years of hands-on experience in residential IT support, broadband diagnostics, and home network environments.
5+ years in a leadership, training, or instructional design role within a premium support ecosystem (e.g., Asurion, Geek Squad, or major carrier premium programs).
Technical Writing & Flow Mapping: Proven track record of converting complex, unwritten field expertise into highly structured, logical troubleshooting procedures and knowledge bases.
Industry Acumen: Direct experience with modern contact center operations, KPI management, and smart home/IoT device troubleshooting.
Agile Adaptability: Highly comfortable collaborating with R&D, data scientists, and product managers in a fast-paced, early-stage product environment.
Communication: Exceptional English verbal and written communication skills, with the executive presence to represent TechSee’s AI capabilities in high-level partner and leadership conversations.

Benefits

Comp & perks

Hybrid Flexibility: Enjoy a collaborative team presence in our NY hub combined with flexible remote days, giving you true ownership over your work-life balance.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI interaction designtroubleshooting logicdecision treesdiagnostic mapsperformance evaluationtechnical writingflow mappingKPI managementsmart home troubleshootingbroadband diagnostics

Soft Skills

leadershiptraininginstructional designcommunicationcollaborationadaptabilitycustomer advocacyproblem-solvinganalytical thinkingexecutive presence