AI Platform Product Support Engineer

Cartesia; United States; Sur place; USD 90 000 - 140 000; Plein temps

Avantages offerts par ce poste

Health Insurance

Parental Leave

401(k)

Commuter Allowance

Flexible PTO

Meals & Snacks

Your own personal Yoshi

Résumé du poste

Cartesia is seeking a Product Support Engineer to help customers succeed with our AI platform. You will work closely with engineering and product teams on post-sales support, shaping processes and tools to improve reliability and customer experience.

In this hands-on role, your feedback will influence the roadmap, and you will help define best practices, runbooks, and customer-facing documentation while maintaining a customer-first mindset.

Qualifications

• 2–8 years in technical support roles.
• Strong troubleshooting with APIs, SDKs, logs and integrations.
• Familiarity with AI tooling and agentic systems.
• Ability to reproduce issues and coordinate with engineers.
• Excellent written and verbal communication.
• High ownership and collaborative mindset.

Responsabilités

• Serve as the primary point of contact for support inbound from multiple sources (Slack, Pylon, WhatsApp, etc).
• Deliver white-glove support, diagnosing and resolving complex issues quickly and efficiently.
• Collaborate cross-functionally with product, engineering and customer teams.
• Reproduce customer issues, perform initial triage, write clear bug reports, prioritize fixes.
• Troubleshoot across the stack: API errors, model behavior, latency, and integrations.
• Champion customers: provide feedback on features, edge cases, and roadmap influence.
• Document solutions and best practices in runbooks and customer-facing docs.
• Identify recurring issues and build long-term solutions.
• Ship tooling and automations to close operational gaps.

Connaissances

APIs

SDKs

Logs

Integrations

AI tooling

Communication

Outils

Python

JavaScript

Description du poste

Cartesia is seeking a Product Support Engineer to help customers succeed with our AI platform. You will work closely with engineering and product teams on post-sales support, shaping processes and tools to improve reliability and customer experience.

In this hands-on role, your feedback will influence the roadmap, and you will help define best practices, runbooks, and customer-facing documentation while maintaining a customer-first mindset.