Sr. Product Support Specialist

Location: New York, NY – US based candidates only, no visa sponsorship available

Compensation: $260,000 – $370,000 annually

About the role

This role will lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a hospitality and recreation environment.

Responsibilities

• Build and refine the structure of Ads AI Knowledge for effective resolution by automated systems
• Define quality benchmarks and evaluation methods for assessing agent performance over time
• Write requirements for AI agents that automate knowledge maintenance and related tasks
• Oversee the review process for AI-generated content, ensuring compliance with review standards
• Collaborate with Ads AI agent PM and Engineering team to represent support knowledge and quality interests
• Maintain subject matter expertise in the company’s advertising products to inform accurate agent knowledge
• Analyze support patterns to identify knowledge gaps and enhance the agent's informational base

Qualifications

• 8+ years of experience in Ad Tech, focusing on technical support or solutions engineering across both buy-side and supply-side ecosystems
• Experience in structuring knowledge content for retrieval systems, including taxonomy design and information architecture
• Understanding of how AI agents utilize content for problem-solving, including retrieval-augmented generation principles
• Ability to set and apply quality benchmarks for support, content, or AI systems, iterating based on outcomes measured
• Strong ability to communicate clear and structured requirements that simplify complex situations into executable documentation
• Comprehensive knowledge of ad-serving and programmatic protocols (e.g., VAST, VMAP, OpenRTB) for quality verification of knowledge content
• Independently drive results as a senior contributor while effectively influencing cross-functional teams

Benefits

• Comprehensive health plans, including mental health support
• 401(k) retirement plan with employer matching contributions
• Stock option program for employees
• Flexible spending accounts and health savings accounts available
• Family-forming benefits to support employee needs
• Life and serious injury benefits offered
• Generous paid time-off policies, including 35 days annually for hourly employees and immediate flexible time off for salaried employees