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About the Role

We are seeking a Senior Product Support Specialist to own the knowledge architecture and quality infrastructure behind our Ads Support AI agent. This is a high-impact individual contributor role for someone who has deep Ad Tech support experience and wants to apply it to a different kind of problem: turning institutional product knowledge into structured, reliable content an AI agent can act on, and defining how we measure and improve that agent's performance over time.

Responsibilities

Build and continuously refine the categorization, taxonomy, and structure of Ads AI Knowledge and Ads Agentic Context.
Define and own quality benchmarks and an evaluation methodology for agent performance.
Write clear requirements and specs for agents and sub-agents that automate knowledge maintenance.
Own the governance and review workflow for AI-drafted or AI-updated support content.
Partner closely with the Ads AI agent PM and Engineering lead as the voice of support knowledge and quality in their roadmap.
Maintain deep subject matter expertise in Netflix's advertising products and ad tech ecosystem.
Analyze escalation and ticket patterns to identify knowledge gaps and prioritize what gets built into the agent's knowledge base next.
Collaborate with Engineering and Product to flag product bugs and gaps surfaced through this work.
Contribute to defining support metrics, SLAs, and quality standards as they relate to agent-assisted resolution.

Requirements

8+ years of experience in the Ad Tech industry, with significant depth in technical support and/or solutions engineering, ideally with exposure to both buy-side and supply-side ecosystems.
Experience structuring or curating knowledge content for retrieval systems: taxonomy design, information architecture, and 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.
Experience defining or applying quality benchmarks and evaluation methods for a support, content, or AI system, and 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 and influencing cross-functional teams, especially PM and Eng, without direct authority.
Excellent written communication skills, with comfort authoring documentation intended for both human readers and machine consumption.
Experience with support and knowledge tooling such as Zendesk, Confluence, or Jira.
Familiarity with vector databases or knowledge management platforms is a plus.
Familiarity with ad tech platforms such as Google Ad Manager, FreeWheel, Xandr, The Trade Desk, or DV360 is highly valued.

Skills

Ad Tech
Technical Support
Solutions Engineering
Buy-side Ecosystems
Supply-side Ecosystems
Knowledge Content Structuring
Taxonomy Design
Information Architecture
Content Operations
Retrieval-Augmented Generation
AI Agents
Embeddings
Retrieval Quality
Context Windows
Prompt Design
Quality Benchmarks
Evaluation Methods
Requirements Writing
Ad Serving
Programmatic
CTV Protocols
VAST
VMAP
OpenRTB
Cross-functional Influence
Written Communication
Documentation Authoring
Zendesk
Confluence
Jira
Vector Databases
Knowledge Management Platforms
Google Ad Manager
FreeWheel
Xandr
The Trade Desk
DV360

Experience Level

Senior

Salary/Compensations

$260,000.00 - $370,000.00

Benefits

Health Plans
Mental Health support
401(k) Retirement Plan with employer match
Stock Option Program
Disability Programs
Health Savings and Flexible Spending Accounts
Family-forming benefits
Life and Serious Injury Benefits
Paid leave of absence programs
Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
Full-time salaried employees are immediately entitled to flexible time off.

About the Company

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.
We recently launched a new ad-supported tier to offer our members more choice in how they consume their content. This tier allows us to attract new members at a lower price point, while also creating a compelling path for advertisers to reach audiences that are deeply immersed in our content.
The Ads team builds the advertising systems and integrations that power the delivery of ads using our world-class content delivery ecosystem. Our team is new and faced with the ambition of building highly performant advertising systems while monetizing our incredible slate of content.
The Netflix Advertising Product Operations team accelerates product outcomes by creating frameworks, tools, and processes that enable Product and Tech teams to deliver value to our customers. Within this team, the Product Support function is evolving rapidly, transitioning from an internal model to an externally facing, AI-native support operation that serves Ad Agencies, Brands, DSPs, and Publisher partners integrating with the Netflix advertising platform. As we scale that AI-native model, we need someone who can own the knowledge foundation it runs on.

Equal Opportunity

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.