Sr. Product Support Specialist
Core
Own the knowledge architecture and quality infrastructure for an AI-native support agent serving Ad Agencies, Brands, DSPs, and Publishers.
Role type
Senior IC Product Support Specialist (AI Knowledge & Quality)
Builds
Structured knowledge bases, evaluation frameworks, and governance workflows for an AI support agent.
Domain
Ad Tech / AI Agents / Product Operations
Deliverable
production ML models | product features
Required skills
Ad Tech support expertise, knowledge taxonomy design, RAG/AI agent requirements, quality benchmarking, ad-serving protocols (VAST/VMAP/OpenRTB), stakeholder influence
Preferred skills
Vector databases, knowledge management platforms, ad tech platforms (Google Ad Manager, FreeWheel, Xandr, The Trade Desk, DV360)
Technologies
Zendesk, Confluence, Jira, vector databases
Responsibilities
Build and refine knowledge taxonomy for AI retrieval; define agent performance benchmarks and evaluation methods; write specs for AI agents that maintain support content; govern human review workflows for AI-drafted content; analyze ticket patterns to identify knowledge gaps; flag product bugs based on support data.
Seniority
Senior, hands-on IC
