Sr. Product Support Specialist
$260,000–$370,000 year
On-siteNew York, United States
Job Summary
Build and continuously refine the categorization, taxonomy, and structure of Ads AI Knowledge and Ads Agentic Context to ensure content is retrievable, current, and unambiguous for automated resolution. Define quality benchmarks and evaluation methodologies for agent performance, including accuracy, confidence levels, and retrieval quality, while re-testing as the knowledge base evolves. Write clear requirements and specs for agents and sub-agents that automate knowledge maintenance, monitor system updates, and draft changes for human review. Own the governance workflow for AI-drafted support content, ensuring all internal and external publications receive appropriate human approval. Partner with the Ads AI agent Product and Engineering teams to translate support pain points into capability requirements and flag product bugs surfaced through ticket analysis. Maintain deep subject matter expertise in Netflix's advertising products and ad tech ecosystem to solve complex issues and prioritize knowledge base enhancements based on escalation patterns.
Required Qualifications
- 8+ years of experience in the Ad Tech industry
- significant depth in technical support and/or solutions engineering
- exposure to both buy-side and supply-side ecosystems
- Experience structuring or curating knowledge content for retrieval systems
- taxonomy design
- information architecture
- content operations for a knowledge base, help center, or similar system
- Working fluency in how retrieval-augmented generation and AI agents consume and act on content
- embeddings
- retrieval quality
- context windows
- prompt design
- Experience defining or applying quality benchmarks and evaluation methods for a support, content, or AI system
- iterating based on measured outcomes
- Proven ability to write clear, structured requirements that translate ambiguous problems into buildable agent or workflow logic
- Strong understanding of ad-serving, programmatic, and CTV protocols and standards
- VAST
- VMAP
- OpenRTB
- Proven ability to operate as a senior individual contributor
- driving outcomes independently
- influencing cross-functional teams, especially PM and Eng, without direct authority
- Excellent written communication skills
- comfort authoring documentation intended for both human readers and machine consumption
- Experience with support and knowledge tooling such as Zendesk, Confluence, or Jira
Desired Qualifications
- Familiarity with vector databases or knowledge management platforms
- Familiarity with ad tech platforms such as Google Ad Manager, FreeWheel, Xandr, The Trade Desk, or DV360
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