Product Support Engineer

Cartesia AI, Inc.; San Francisco (CA); On-site; USD 110,000 - 145,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Parental Leave

Flexible PTO

Meals & Snacks

Job summary

Cartesia AI, Inc. is seeking a Product Support Engineer to help customers succeed with our platform by solving complex, technical issues and providing world-class support.

You’ll work directly with customers, partner closely with engineering and product teams at a cutting‑edge AI company, and help shape the processes and tools that define our post‑sales support. This is a hands‑on role where your feedback will influence the roadmap, improve product reliability, and set the standard for how our

Qualifications

• Strong technical troubleshooting skills with APIs, SDKs, logs, and integrations.
• Able to reproduce issues and work with engineers to identify solutions.
• Excellent written and verbal communication for internal teams and customers.
• Calm under pressure and able to prioritize multiple issues.
• Ownership and collaborative mindset in a small, fast-moving team.

Responsibilities

• Serve as the primary L1 contact for smaller accounts via Slack and other messaging platforms.
• Provide white-glove, hands-on support diagnosing and resolving API, SDK, and integration issues.
• Build relationships with developers, product leads, and admins as a trusted technical partner.
• Reproduce issues, triage, write bug reports, and help prioritize fixes.
• Troubleshoot across the stack—APIs, SDKs, latency, reliability issues, and partner integrations.
• Document solutions and patterns in internal runbooks and customer-facing guides.
• Participate in on-call rotation to support customers outside hours.
• Collaborate cross-functionally to improve support operations and workflows.

Skills

APIs

SDKs

Logs

Integrations

Customer communication

Issue reproduction

Job description

About Cartesia

Our mission is to architect AI that learns from and interacts with the world like humans do.

We're pioneering the model architectures that will make this possible. Our founding team met as PhDs at the Stanford AI Lab, where we invented State Space Models or SSMs, a new primitive for training efficient, large-scale foundation models. Our team combines deep expertise in model innovation and systems engineering paired with a design-minded product engineering team to build and ship cutting edge models and experiences.

We're funded by leading investors at Index Ventures and Lightspeed Venture Partners, along with Factory, Conviction, A Star, General Catalyst, SV Angel, Databricks and others. We're fortunate to have the support of many amazing advisors, and 90+ angels across many industries, including the world's foremost experts in AI.

About the Role

We’re looking for a Product Support Engineer to help our customers succeed with our platform by solving complex, technical issues and providing world-class support. You’ll work directly with customers, partner closely with engineering and product teams at a cutting‑edge AI company, and help shape the processes and tools that define our post‑sales support. This is a hands‑on role where your feedback will influence the roadmap, improve product reliability, and set the standard for how our customers experience Cartesia.

Your Impact

• Serve as the primary point of contact for L1 support for smaller accounts via Slack and other messaging platforms.
• Deliver white‑glove, hands‑on support for our customers, diagnosing and resolving complex issues across APIs, SDKs, integrations, and deployment workflows.
• Build strong relationships with developers, product leads, and admins to become a trusted technical partner.
• Reproduce customer issues, perform first‑pass triage, write clear bug reports, and help prioritize fixes to unblock users quickly.
• Troubleshoot across the stack—API errors, SDK behavior, latency/reliability issues, and partner integrations.
• Dogfood Cartesia’s product daily—give feedback on features, spot edge cases, and influence roadmap and quality standards.
• Document solutions and patterns in internal runbooks and contribute to customer‑facing guides and best practices.
• Participate in high‑priority incident response and on‑call rotation to support customers outside normal hours.
• Collaborate cross‑functionally with product, engineering, and customer teams to continuously improve support operations and workflows.

What You Bring

• 2–8 years in a technical support, product support, technical account management, or forward‑deployed engineering role.
• Strong technical troubleshooting skills with APIs, SDKs, logs, and integrations.
• Comfortable reproducing issues, debugging errors, and collaborating with engineers to identify solutions.
• Excellent written and verbal communication—able to distill complex technical problems for both internal teams and customers.
• Calm under pressure and able to prioritize effectively when multiple customer issues arise simultaneously.
• High ownership and collaborative mindset—excited to contribute to a small, fast‑moving team.

Nice to Have

• Scripting experience in Python, JavaScript/TypeScript, or similar to reproduce, mock, or validate issues.
• Familiarity with AI tooling, APIs, or agentic systems.
• Experience in fast‑moving startup environments where the product ships frequently and customers are often in early/beta.
• Interest in tinkering with new features, debugging edge cases, and exploring workflows hands‑on.

Our Commitment to Equal Opportunity

Cartesia is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other legally protected status. Cartesia participates in E‑Verify and will provide the federal government with Form I‑9 information to confirm employment eligibility after hire.

More Details

In‑office policy: We’re an in‑person team based out of offices in San Francisco, London and Bangalore. We love being in the office, hanging out together, and learning from each other every day.

Visa sponsorship: We provide visa sponsorship support and assess each circumstance on a case‑by‑case basis. However, visa sponsorship is dependent on many factors, including the role you are applying for, and the location you are going to be based, and so we can’t always guarantee success. Your recruiter will work with you to understand your visa sponsorship needs from the first call.

We ship fast. All of our work is novel and cutting edge, and execution speed is paramount. We have a high bar, and we don’t sacrifice quality or design along the way.

We support each other. We have an open & inclusive culture that’s focused on giving everyone the resources they need to succeed.

Our Benefits (US Employees Only)

Compensation: Competitive base salary alongside attractive equity package.

Health Insurance: Fully covered medical insurance along with dental and vision for you and your family.

Parental Leave: 9 weeks paternity and 12 weeks maternity leave.

401(k)

Commuter Allowance: A monthly stipend to help you get to and from the office.

Flexible PTO: Take as much time as you need to recharge your batteries.

Meals & Snacks: Lunch, dinner and plenty of snacks, provided daily.

Your own personal Yoshi.