Principal Domain Expert – AI Home Support & Connectivity

TechSee

Principal Domain Expert for AI Home Support at TechSee, leveraging IT support experience to inform AI functionality. Collaborate with R&D to enhance decision-making in support interactions.

Posted 5/28/2026full-timeNew York City • New Jersey, New York • 🇺🇸 United StatesLeadWebsite

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Hard Skills

AI interaction designtroubleshooting logicdecision treesdiagnostic mapsperformance evaluation benchmarkstechnical writingflow mappingKPI managementsmart home device troubleshootingbroadband diagnostics

Soft Skills

leadershiptraininginstructional designcommunicationcollaborationadaptabilitycustomer advocacyproblem-solvinganalytical thinkingexecutive presence

Industry Keywords

residential IT supportcontact center operationspremium support ecosystemIoTcustomer-to-AI interactionsR&D collaborationBPO partnersfield supportreal-world resolution rateearly-stage product environment

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.
A Product That Matters: Work on a next-gen voice and visual product reaching millions of consumers. You will be training an AI to solve real-world problems without a rigid script—your impact will literally be heard.
Greenfield Opportunity: Join this initiative at inception. Enjoy the autonomy to pick the right tools, set the right operational patterns, and help build a consumer AI assistant the way it should be built from the ground up.
Cross-Disciplinary Team: Sit at the high-tech intersection of AI researchers, mobile developers, infrastructure engineers, and field-tested domain experts.
Autonomy & Bold Execution: We move fast and trust our experts. We give you the agency, modern tools, and support you need to drive the product's brain forward.