Base Salary
$140k - $200k/yr
Responsibilities
- Own complete post-sales customer engagements and provide direct technical guidance
- Lead resolution of complex customer support issues as an escalation point
- Design and implement improvements to support processes and infrastructure
- Create automated solutions and self-service tools for common customer challenges
- Analyze support ticket patterns to identify product improvements and preventative measures
- Develop technical documentation, guides, and best practices
- Collaborate with product and engineering teams to advocate for customer needs and influence roadmap priorities
- Share knowledge with the Applied Engineering team and help balance support workload
- Occasionally assist with implementation projects and pre-sales activities
Requirements
- At least 3 years of experience in technical support, solutions engineering, or similar customer-facing technical roles
- 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
- Strong written and verbal communication skills and the ability to explain technical concepts clearly
- Experience with speech recognition, NLP, or related AI technologies is preferred
- Knowledge of AWS, GCP, Azure, Docker, or Kubernetes is preferred
- Experience with API-first products, developer tools, support automation techniques, or support automation tools is preferred
Benefits
- Medical, dental, and vision benefits
- Annual wellness stipend
- Mental health support
- Life, short-term disability, and long-term disability income insurance plans
- Unlimited paid time off
- Paid parental leave
- Flexible schedule
- 12 paid US company holidays
- Quarterly personal productivity stipend
- One-time home office upgrade stipend
- 401(k) plan with company match
- Tax savings programs
- Learning and education stipend
- Participation in talks and conferences
- Employee Resource Groups
- AI enablement workshops and sessions
- Role is based in either the Eastern or Pacific US time zone
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.