Netflix

3 days ago

Sr. Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Own the knowledge architecture and quality infrastructure behind an Ads Support AI agent, turning institutional product expertise into reliable, structured content for automated resolution. Define taxonomy, governance, benchmarks, and evaluation methods for accuracy, confidence, and resolution rate. Partner with Ads AI PM and Engineering to translate partner pain points into agent requirements, manage human review workflows, and maintain deep ad-tech subject matter expertise while identifying knowledge gaps from escalations and tickets.

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Build and continuously refine Ads AI knowledge structure, including categorization, taxonomy, and agentic context, so content is retrievable, current, and unambiguous.
•Define and own quality benchmarks and evaluation methodology for agent performance, and re-test as the knowledge base evolves.
•Write clear requirements and specs for automation of knowledge maintenance via agents/sub-agents, including routing changes for human review.
•Own governance and the review workflow for AI-drafted or AI-updated support content to ensure proper human review and approval before publishing.
•Maintain ad-tech subject matter expertise, analyze escalations and ticket patterns to identify knowledge gaps, and collaborate with Product/Engineering to flag bugs and gaps surfaced through this work.

Pay and Benefits

Salary: USD 260,000 - 370,000 annually

Equity and Bonus:Equity

Perks:Health Insurance401kEquityDisabilityLife InsurancePaid Leave

Key Requirements

•8+ years of experience in the Ad Tech industry with significant depth in technical support and/or solutions engineering, ideally across buy-side and supply-side ecosystems.
•Experience structuring or curating knowledge content for retrieval systems, including taxonomy design, information architecture, and knowledge base/help center content operations.
•Working fluency in how retrieval-augmented generation and AI agents consume and act on content (embeddings, retrieval quality, context windows, prompt design) to write clear engineering requirements.
•Experience defining or applying quality benchmarks and evaluation methods for support/content/AI systems and iterating based on measured outcomes.
•Strong understanding of ad-serving, programmatic, and CTV protocols and standards (VAST, VMAP, OpenRTB) and experience with support/knowledge tooling such as Zendesk, Confluence, or Jira.

Experience:Ad tech

Skills:Cross-functional collaborationWritten communicationIndependent execution

Tech Stack:ZendeskConfluenceJiraRetrieval-augmented generationEmbeddingsContext windowsPrompt designVASTVMAPOpenRTBVector databasesGoogle Ad ManagerFreeWheelXandrThe Trade DeskDV360

Company Brief

Netflix

Global subscription streaming service that produces and distributes movies, TV series, and games across multiple devices, operating worldwide with extensive original content and localized offerings.

Industry: Streaming Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Los Gatos, United States

Founded: 1997

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Netflix

3 days ago

Sr. Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Build and continuously refine Ads AI knowledge structure, including categorization, taxonomy, and agentic context, so content is retrievable, current, and unambiguous.
•Define and own quality benchmarks and evaluation methodology for agent performance, and re-test as the knowledge base evolves.
•Write clear requirements and specs for automation of knowledge maintenance via agents/sub-agents, including routing changes for human review.
•Own governance and the review workflow for AI-drafted or AI-updated support content to ensure proper human review and approval before publishing.
•Maintain ad-tech subject matter expertise, analyze escalations and ticket patterns to identify knowledge gaps, and collaborate with Product/Engineering to flag bugs and gaps surfaced through this work.

Pay and Benefits

Salary: USD 260,000 - 370,000 annually

Equity and Bonus:Equity

Perks:Health Insurance401kEquityDisabilityLife InsurancePaid Leave

Key Requirements

•8+ years of experience in the Ad Tech industry with significant depth in technical support and/or solutions engineering, ideally across buy-side and supply-side ecosystems.
•Experience structuring or curating knowledge content for retrieval systems, including taxonomy design, information architecture, and knowledge base/help center content operations.
•Working fluency in how retrieval-augmented generation and AI agents consume and act on content (embeddings, retrieval quality, context windows, prompt design) to write clear engineering requirements.
•Experience defining or applying quality benchmarks and evaluation methods for support/content/AI systems and iterating based on measured outcomes.
•Strong understanding of ad-serving, programmatic, and CTV protocols and standards (VAST, VMAP, OpenRTB) and experience with support/knowledge tooling such as Zendesk, Confluence, or Jira.

Experience:Ad tech

Skills:Cross-functional collaborationWritten communicationIndependent execution

Tech Stack:ZendeskConfluenceJiraRetrieval-augmented generationEmbeddingsContext windowsPrompt designVASTVMAPOpenRTBVector databasesGoogle Ad ManagerFreeWheelXandrThe Trade DeskDV360

Company Brief

Netflix

Global subscription streaming service that produces and distributes movies, TV series, and games across multiple devices, operating worldwide with extensive original content and localized offerings.

Industry: Streaming Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Los Gatos, United States

Founded: 1997

Glassdoor: 4.1

Website LinkedIn Glassdoor