Principal Domain Expert – AI Home Support & Connectivity (NYC)

TechSee • Boston, MA

13d • Hybrid

About The Position

TechSee is seeking a Principal Home Support Domain Expert to be the primary source of truth for their AI agents in a new consumer-facing AI initiative. This role involves translating a decade of residential IT support experience into the core logic of an autonomous AI system. The Product and LLM Engineering teams will rely on this expert to define how the AI handles troubleshooting, escalations, and resolutions for issues related to Wi-Fi, ISP onboarding, smart home setups, and hardware.

This is a unique opportunity to shape the future of autonomous customer support by defining the AI's knowledge base and interaction flows. The ideal candidate will have extensive hands-on experience in residential IT support and a proven ability to convert complex field knowledge into structured troubleshooting procedures.

Requirements

• 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).
• Proven track record of converting complex, unwritten field expertise into highly structured, logical troubleshooting procedures and knowledge bases.
• Direct experience with modern contact center operations, KPI management, and smart home/IoT device troubleshooting.
• Highly comfortable collaborating with R&D, data scientists, and product managers in a fast-paced, early-stage product environment.
• Exceptional English verbal and written communication skills, with the executive presence to represent TechSee’s AI capabilities in high-level partner and leadership conversations.

Nice To Haves

• Hands-on familiarity with Large Language Models, prompt design, or building modern AI assistants/chatbots.
• Bachelor's degree in a technical or relevant analytical field.
• Basic familiarity with AWS or other major cloud infrastructure environments.

Responsibilities

• Architect and maintain the core troubleshooting logic, decision trees, and diagnostic maps for smart home devices, connectivity, and ISP environments.
• Design precise AI triage mechanisms, seamless escalation paths, and structured support playbooks.
• Refine prompts, retrieval quality (RAG), and agent decision accuracy in partnership with R&D and LLM Engineering.
• Audit live customer-to-AI interactions to identify gaps, refine logic, and improve the AI's real-world resolution rate.
• Set performance evaluation benchmarks and build training frameworks for internal teams and BPO partners.
• Act as the internal champion for practical field support, translating real technician and consumer realities into engineering requirements.

Benefits

• A Product That Matters: Work on a next-gen voice and visual product reaching millions of consumers.
• 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 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.
• Hybrid Flexibility: Enjoy a collaborative team presence in our NY hub combined with flexible remote days.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior