Product Support Specialist

present of AI; San Francisco (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Cartesia is seeking a first-line customer support engineer for its voice AI API. You will manage a live queue across Slack, chat, and email, troubleshoot by reading requests and logs, reproduce issues, and distinguish bugs from setup errors. You will write clear bug reports and help improve runbooks and docs.

Ideal candidates have 2+ years supporting developers, stay calm when playbooks aren’t available, and communicate technical issues effectively to engineers and customers alike.

Qualifications

• 2+ years supporting developers or tech teams.
• Ability to read requests and logs to reproduce issues.
• Calm under pressure and able to identify bugs vs. setup mistakes.

Responsibilities

• Handle a live queue across Slack, chat and email.
• Read requests and logs, reproduce problems, and triage issues.
• Draft clear bug reports for engineers to action.
• Contribute to runbooks and documentation updates.

Skills

API troubleshooting

Bug report writing

Runbook writing

Developer support

Job description

The role is the first line of customer support for a voice AI API, covering a live queue across Slack, chat and email. It asks for solid troubleshooting, such as reading requests and logs, reproducing problems and telling a bug from a setup mistake, plus clear writing. A strong candidate has a couple of years supporting developers, files bug reports engineers can act on, and stays calm when no playbook exists.

How it fits the AI era

AI tools can draft replies, search docs and sort tickets, so routine questions get faster. What stays human is judging whether a problem is a real bug, keeping a frustrated customer informed during an outage, and pushing engineers to fix what blocks people. Because the product is voice AI, hearing and describing odd audio results is a skill that software does not fully replace.

How it builds AI experience

The work gives close contact with how text to speech and speech recognition behave in real customer apps, including voices, configuration and API quirks. Someone can prepare by building a small voice agent with a public speech API, noting what breaks, and writing a short runbook or doc fix based on it.

Worth showing

• API and log troubleshooting
• Clear bug reports
• Runbook and docs writing

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Cartesia

Cartesia builds realtime voice AI models that generate speech, transcribe audio, and power production voice agents through a single API, per the company.