Product Support Specialist

cartesia.ai; San Francisco (CA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive base salary

Fully covered health insurance

Parental leave

401(k)

Commuter Allowance

Flexible PTO

Meals & Snacks

Your own personal Yoshi

Job summary

Cartesia is seeking a Product Support Specialist based in San Francisco. You’ll be the first human touchpoint for customers, owning the front line across Slack, Pylon, WhatsApp and email, and digging into issues until customers are unblocked.

You’ll shape post-sales support processes as we grow, write clear bug reports, create actionable Linear tickets, and collaborate with Engineering and Product to turn customer feedback into fixes. Experience with API or developer products is valued.

Qualifications

• 2+ years in technical API/support with live queue.
• Strong troubleshooting: read requests/logs, reproduce issues.
• Clear bug reports and user-facing docs.
• Experience with real-time channels (Slack/chat).
• Collaborates with engineers to fix issues using tickets.
• Comfort with ambiguity and creating playbooks.

Responsibilities

• Own the support queue across Slack, Pylon, WhatsApp and email.
• Maintain SLA response and resolution times for customers.
• Resolve L1/L2 issues across billing, docs, APIs, and voices.
• Troubleshoot L3 issues, gather details, and escalate with context.
• Turn issues into fixes with bug reports and Linear tickets.
• Build runbooks and improve customer-facing docs.
• Coordinate incident updates and inform customers during outages.

Skills

API support

Troubleshooting

Bug reporting

Customer communication

Collaboration with Eng

Real-time channels

Tools

Linear

Slack

Pylon

WhatsApp

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

Cartesia builds real-time voice and audio AI, and our customers put our models in front of their own users every day. As our Product Support Specialist, you’ll own the front line, the first person customers hear from when something is unclear, broken, or blocking them. You’re obsessed with the customer experience: you dig into every problem, don’t let go until the customer is unblocked, and treat each ticket as a chance to make Cartesia better. Our support function is still taking shape, so you’ll help shape the processes that define our post-sales support and set the standard for how customers experience Cartesia. This role is based in San Francisco.

YOUR IMPACT

• Own the support queue across Slack, Pylon, WhatsApp, and email, with extra attention to priority and enterprise accounts.
• Keep response and resolution times within SLA, so customers always know where their issue stands.
• Resolve L1 and L2 issues independently across billing, documentation, configuration, APIs, and voices.
• Troubleshoot complex L3 issues, reproduce them, gather the relevant details, and **escalate** to On-Call with complete context.
• Partner with Engineering and Product to turn customer issues into fixes by, writing clear bug reports and creating actionable Linear tickets, and pushing them to get prioritized when customers are blocked
• Reduce repeat tickets by building internal runbooks, improving our customer-facing documentation, and sharing what you learn about troubleshooting
• Help with incident communications by coordinating customer updates, explaining impact, and keeping customers informed on progress until resolution.

WHAT YOU BRING

• 2+ years in technical support for an API or developer product, working a live queue of customers who write code.
• Hands-on troubleshooting skills: you can read requests, responses, and logs, reproduce an issue, and tell a bug from a configuration problem.
• Clear written communication, both to customers and in bug reports, runbooks, and docs.
• Experience supporting customers in real-time channels like shared Slack channels or chat, and balancing speed with accuracy.
• A track record of working with engineers to get issues fixed, including filing well-formed tickets in a tracker like Linear.
• Comfort with ambiguity: you make good calls without a playbook, and when one is missing, you write it.

Note: Cartesia participates in E-Verify and will provide the federal government with Form I-9 information to confirm employment eligibility after hire.

NICE-TO-HAVES

• Experience supporting an API or developer product, where your customers write code.
• Familiarity with AI products, especially voice, speech, or audio products such as text-to-speech, speech recognition, or voice agents.
• Experience writing customer-facing updates during an incident or outage.

MORE DETAILS

In-office policy: We’re an in-person team based out of offices in San Francisco, London and Bangalore.

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 & 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

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.