6 months ago
Base Salary
$165k - $220k/yr
Responsibilities
- Own complete post-sales customer engagements and provide direct technical guidance and solutions.
- Lead technical resolution of complex customer support issues as an escalation point.
- Design and implement systematic improvements to support processes and infrastructure.
- Create automated solutions and self-service tools for common customer challenges.
- Analyze support ticket patterns to identify product improvement opportunities and preventative measures.
- Develop technical documentation, guides, and best practices that help customers self-solve issues.
- Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities.
- Partner with the Applied Engineering team to share knowledge and balance support workload.
- Occasionally contribute to implementation projects and pre-sales activities.
Requirements
- At least 3 years of experience in technical support, solutions engineering, or a similar customer-facing technical role.
- Professional software development experience in at least one modern programming language such as Python, JavaScript/TypeScript, Rust, C, or C++.
- Experience developing automation solutions and improving technical processes.
- Proven ability to troubleshoot complex technical issues in production environments.
- Excellent written and verbal communication skills for explaining technical concepts clearly.
- Preferred experience with speech recognition, NLP, or related AI technologies.
- Preferred knowledge of AWS, GCP, Azure, Docker, and Kubernetes.
- Preferred experience with API-first products, developer tools, and support automation techniques and tools.
Benefits
- Medical, dental, and vision benefits; annual wellness stipend; mental health support; and life, short-term disability, and long-term disability insurance.
- Unlimited paid time off, paid parental leave, flexible scheduling, 12 paid U.S. company holidays, and productivity and home-office stipends.
- 401(k) plan with company match and tax savings programs.
- Learning and education stipend, conference participation, employee resource groups, and AI enablement workshops.
- Remote-first work arrangement anchored in the San Francisco office, with no expectation of daily office attendance.
- The role requires U.S. Eastern or Pacific Time availability and includes up to 50% travel for customer meetings, sales engagements, and onsite interactions.
Categories
Solutions Engineering
About Deepgram
Deepgram builds Voice AI infrastructure for developers, offering speech-to-text, text-to-speech, and voice agent tooling through real-time APIs and deployable on-prem software. Privately held and founded in 2015, the company is headquartered in San Francisco. Customers such as Twilio, Cloudflare, and Jack in the Box use its models to power production voice features; products include Nova-3 STT, Aura TTS, and a Voice Agent API.