1 month ago
Base Salary
$100k - $150k/yr
Responsibilities
- Serve as the primary point of contact for inbound customer support through Slack, Pylon, WhatsApp, and other messaging platforms.
- Provide high-touch support by diagnosing and resolving complex technical issues.
- Collaborate with product, engineering, and customer teams as a trusted technical partner.
- Reproduce customer issues, perform first-pass triage, write bug reports, and help prioritize fixes.
- Troubleshoot API errors, model behavior, latency and reliability issues, and partner integrations.
- Provide product feedback, identify edge cases, and influence roadmap and quality standards.
- Document solutions and patterns in runbooks and customer-facing documentation.
- Build tooling and automations to close operational gaps and accelerate issue resolution.
Requirements
- 2–8 years of experience in technical support, product support, technical account management, or forward-deployed engineering.
- Strong troubleshooting skills with APIs, SDKs, logs, and integrations.
- Familiarity with AI tooling, APIs, or agentic systems.
- Ability to reproduce issues, debug errors, and collaborate with engineers on solutions.
- Builder mentality with the ability to identify and address process and tooling gaps.
- Excellent written and verbal communication skills for explaining complex technical problems to customers and internal teams.
- Ability to remain calm and prioritize effectively amid multiple customer issues.
- High ownership and a collaborative mindset suited to a small, fast-moving team.
- Preferred: scripting experience in Python, JavaScript/TypeScript, or similar.
- Preferred: experience in fast-moving startup environments and hands-on interest in debugging new features and edge cases.
Benefits
- In-person work from offices in San Francisco, London, or Bangalore.
- Visa sponsorship support is assessed case by case.
- Competitive base salary and attractive equity package.
- Fully covered medical, dental, and vision insurance for employees and families.
- Nine weeks of paternity leave and twelve weeks of maternity leave.
- 401(k) plan.
- Monthly commuter allowance.
- Flexible paid time off.
- Daily lunch, dinner, and snacks.
- Personal Yoshi benefit.
Tech Stack
Categories
Solutions Engineering
About Cartesia
Our mission is to architect AI that learns and interacts like humans. Try Sonic and Ink at https://play.cartesia.ai