Lead Program Manager – Residential Support & Care
TechSeeAbout the role
About TechSee
TechSee is the global leader in AI-powered visual assistance, fundamentally changing how humans and machines interact to solve complex real-world problems. Our Visual AI platform trusted by dozens of Fortune 500 enterprises, including Vodafone, ADT, and Altice- combines computer vision, augmented reality, and conversational AI to resolve millions of support interactions every year.
Backed by powerhouse investors like Salesforce Ventures, Telus, and Scale Venture Partners, we are building the future of autonomous, multi-sensory customer support.
The Opportunity
We are launching a groundbreaking, consumer-facing AI initiative that completely reimagines how households manage and troubleshoot the dozens of connected devices in a modern home. To build it, we need someone who has lived in the residential IT support trenches and who can translate a decade of hard-won field knowledge into the brain of an autonomous AI system.
This is not a traditional support role. As our Principal Home Support Domain Expert, you will be the absolute source of truth powering our AI agents. The Product and LLM Engineering teams will lean on you daily to define how our AI triages problems, what questions it should ask, when it should escalate, and what a "perfect resolution" looks like across Wi-Fi, ISP onboarding, smart home setups, and hardware troubleshooting.
Key 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.
Qualifications
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.
Advantages
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