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
About Deepgram
Deepgram is the real-time API platform powering the trillion-dollar Voice AI economy. Backed by a $130M Series C at a $1.3B valuation, Deepgram is trusted by 200,000+ developers and 1,300+ organizations to build Voice AI products, platforms, and autonomous agents with the lowest latency, highest accuracy, and enterprise reliability. Our voice-native foundation models and runtime infrastructure have processed 50,000+ years of audio and over 1 trillion words, making Deepgram the most experienced voice AI platform in the world. Industry-leading models & platform: 👂 Nova-3 — the world’s most accurate real-time speech-to-text model 🔊 Aura-2 — professional, enterprise-grade text-to-speech 💬 Flux — the first Conversational Speech Recognition model designed to handle interruptions 🚀 Voice Agent API — enterprise-ready, real-time conversational AI 🧠 Saga — the Voice OS Beyond core infrastructure, Deepgram is expanding the Voice AI ecosystem through: 💪 Powered by Deepgram, supporting voice products built by leading AI startups and enterprise organizations 🌉 A new Voice AI Collaboration Hub in San Francisco for builders, partners, and the voice community 🍔 The acquisition of OfOne, delivering real-time Voice AI for restaurants and drive-thru operations with 95%+ containment 📃 A growing patent portfolio in Voice AI Much like APIs powered the payments and cloud economies, Deepgram is building the foundation for a trillion-dollar B2B Voice AI economy—centered on the most natural human interface: voice.