API Support Engineer – Real-Time Voice AI

Cartesia; San Francisco (CA); Presencial; USD 80 000 - 110 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health Insurance

401(k)

Parental Leave

Commuter Allowance

Flexible PTO

Meals & Snacks

Resumo da oferta

Cartesia is seeking a Product Support Specialist to own the front line support for our API and developer products in a San Francisco-based team. You will dig into customer issues, reproduce, and guide them toward resolutions, while shaping post-sales support processes to improve the customer experience.

You will manage multi-channel queues (Slack, Pylon, WhatsApp, email) and collaborate with Engineering and Product to translate customer feedback into actionable fixes, documentation, and

Qualificações

• 2+ years in technical support for an API or developer product.
• Hands-on troubleshooting: read requests/logs, reproduce issues, tell bug from config.
• Clear written communication, bug reports, runbooks, docs.
• Experience supporting customers in real-time channels like Slack or chat.
• Track record of working with engineers to fix issues and file well-formed tickets.

Responsabilidades

• Own the support queue across Slack, Pylon, WhatsApp, and email.
• Keep response and resolution times within SLA.
• Resolve L1 and L2 issues across billing, docs, configuration, APIs, and voices.
• Troubleshoot complex L3 issues and escalate with context.
• Partner with Engineering and Product to turn issues into fixes with clear bug reports and actionable tickets.
• Reduce repeat tickets by building internal runbooks and improving docs.
• Assist with incident communications and progress updates to customers.

Conhecimentos

Technical support

Troubleshooting

Bug reports

Documentation

Customer communication

Cross-functional collaboration

API knowledge

Ferramentas

Linear

Slack

Pylon

WhatsApp

Descrição da oferta de emprego

Cartesia is seeking a Product Support Specialist to own the front line support for our API and developer products in a San Francisco-based team. You will dig into customer issues, reproduce, and guide them toward resolutions, while shaping post-sales support processes to improve the customer experience.

You will manage multi-channel queues (Slack, Pylon, WhatsApp, email) and collaborate with Engineering and Product to translate customer feedback into actionable fixes, documentation, and