Real-Time API 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

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.