Principal Domain Expert – AI Home Support & Connectivity

Responsibilities

• 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 Tech See's AI capabilities in high-level partner and leadership conversations.