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.

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.

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.

Lead Program Manager – Residential Support, Care

Key skills