Remote Support Engineer — AI Voice Solutions (Contractor)

Jobgether; United States; Teletrabalho; USD 67 000 - 84 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Salary range 6k-7.5k USD

Fully remote (Brazil)

1099 contractor

Technical ownership

Cross-functional teams

Product impact

AI/voice tech exposure

Resumo da oferta

Jobgether is seeking an experienced Technical Support/Customer Success engineer to lead the onboarding of enterprise customers for AI-powered voice solutions. You will guide architecture reviews, production launches, and ramp-up, ensuring scalable deployments and robust integrations with CRMs, schedulers, ticketing systems, and internal APIs.

You will also troubleshoot complex issues directly in customer codebases and work closely with Product and Engineering to improve reliability.

Qualificações

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.

Responsabilidades

• Lead technical onboarding for enterprise customers, including kickoff meetings, architecture reviews, implementation planning, production launches, and deployment ramp-up.
• Help customers transition voice agent solutions from pilot projects to production environments by advising on concurrency, load readiness, rollout strategies, and scalability.
• Build and configure voice agents in collaboration with customers, including prompts, conversation flows, knowledge bases, voice and language settings, and call-transfer behavior.
• Design and implement integrations with customer systems, including CRMs, scheduling platforms, ticketing solutions, and internal APIs, using custom functions, webhooks, APIs, and SDKs.
• Advise customers on conversational design and deployment strategies for use cases such as inbound support, outbound campaigns, appointment booking, and lead qualification.
• Work directly within customer codebases when necessary to troubleshoot issues, validate integrations, and support successful implementations.
• Diagnose production problems involving call quality, latency, interruptions, turn-taking, transcription accuracy, hallucinations, tool-call failures, and unexpected AI agent behavior.
• Troubleshoot REST APIs, webhooks, authentication, SIP trunking, carrier configurations, phone-number routing, caller ID, call transfers, and custom LLM integrations.
• Analyze call logs, transcripts, network traces, and post-call reports to identify root causes and provide clear incident summaries and recommendations to customers.
• Escalate complex issues to Engineering with reproducible cases, relevant technical context, and actionable diagnostic information.
• Gather customer feedback, identify recurring challenges, and translate findings into prioritized product requests, documentation, reusable templates, and operational playbooks.
• Collaborate with Product and Engineering teams to test new features, validate solutions with customers, and improve the reliability and usability of the platform.

Conhecimentos

REST APIs

Webhooks

Troubleshooting

Communication

Customer facing

Distributed systems

Formação académica

Bachelors in CS/Engineering

Ferramentas

Twilio

Telnyx

Descrição da oferta de emprego

Jobgether is seeking an experienced Technical Support/Customer Success engineer to lead the onboarding of enterprise customers for AI-powered voice solutions. You will guide architecture reviews, production launches, and ramp-up, ensuring scalable deployments and robust integrations with CRMs, schedulers, ticketing systems, and internal APIs.

You will also troubleshoot complex issues directly in customer codebases and work closely with Product and Engineering to improve reliability.