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What are the key skills and qualifications needed to thrive as a TechSee Technical Support Specialist, and why are they important?

To thrive as a TechSee Technical Support Specialist, you need a solid understanding of troubleshooting, customer service, and remote support, often backed by experience in IT or technical helpdesk roles. Familiarity with CRM systems, remote assistance platforms, and visual support tools like TechSee's AI-powered technology is typically required. Strong communication, patience, and problem-solving abilities help deliver effective and empathetic customer support. These skills ensure efficient issue resolution and a positive customer experience, which are crucial for client satisfaction and retention.

What is the difference between Techsee vs Customer Support Specialist?

AspectTechseeCustomer Support Specialist
Required CredentialsTechnical certifications, training in remote troubleshootingCustomer service training, communication skills
Work EnvironmentRemote or on-site technical support, often in tech companiesCall centers, service departments, various industries
Employer & Industry UsageTech companies, hardware/software providersRetail, telecom, tech, and service industries
Common Search & ComparisonYesYes

Techsee and Customer Support Specialist roles both involve assisting customers, but Techsee focuses on technical troubleshooting and remote support, often requiring technical certifications. Customer Support Specialists handle general customer inquiries and service issues across various industries. While both roles emphasize communication skills, Techsee positions are more technical, whereas Customer Support Specialists may have broader customer service responsibilities.

What types of teams or departments does a Techsee employee typically collaborate with, and how does this collaboration impact daily work?

Techsee employees, particularly those in roles such as customer support, product development, or technical implementation, frequently collaborate with cross-functional teams including engineering, sales, and customer success. This close collaboration ensures that customer feedback is communicated directly to product teams, and technical solutions are tailored to client needs. Daily work often involves joint meetings, troubleshooting sessions, and project planning with these departments, fostering a dynamic environment where information sharing and teamwork are essential for delivering innovative visual support solutions.

What is a Techsee and what do they do?

Techsee is not a job title, but rather the name of a technology company that specializes in visual customer support solutions using AI and augmented reality. Techsee provides platforms that enable customer service agents and technicians to visually guide users or field staff through troubleshooting and support processes remotely. They use visual intelligence and computer vision to improve customer experiences, reduce service costs, and increase first-time resolution rates.
More about Techsee jobs
What cities are hiring for Techsee jobs? Cities with the most Techsee job openings:
What states have the most Techsee jobs? States with the most job openings for Techsee jobs include:
What job categories do people searching Techsee jobs look for? The top searched job categories for Techsee jobs are:
Techsee jobs near you
Infographic showing various Techsee job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 100% Physical job distribution.

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

TechSee

Manhattan, NY • On-site

Full-time

Posted 18 days ago

Job description

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

Why Work With Us?
  • 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.
  • 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.

Department R&D Locations NYC, Boston, New Jersey Remote status Hybrid

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