6 months ago
Remote, United StatesMid Level
H1B sponsor
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
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.