Product Support Engineer

About the role

Join a pioneering AI company dedicated to delivering exceptional customer support and ensuring user success. In this role, you will serve as the primary technical contact for customers, helping resolve complex issues and providing guidance on product usage. You will collaborate closely with engineering, product, and customer teams to troubleshoot problems, gather feedback, and contribute to improving the overall reliability and quality of the platform. This position offers a unique opportunity to influence product development through direct customer interactions and technical insights, ensuring that users have a seamless experience with the company's innovative AI solutions. Your hands-on approach and problem-solving skills will be vital in maintaining high customer satisfaction and advancing the company's support capabilities.

Key facts

What you'll do

• Act as the primary point of contact for support inquiries received via various messaging platforms, ensuring timely and effective responses.
• Provide high-quality technical support to customers by diagnosing and resolving complex issues related to the platform, APIs, and integrations.
• Collaborate with product, engineering, and customer teams to understand user challenges and become a trusted technical advisor for clients.
• Reproduce customer-reported issues in controlled environments, perform initial triage, and create detailed bug reports to facilitate resolution.
• Troubleshoot a wide range of problems, including API errors, model behaviors, and integration issues, to identify root causes and suggest solutions.
• Advocate for customer needs by providing feedback on product features, identifying edge cases, and helping improve overall product quality.
• Document solutions, troubleshooting procedures, and best practices to develop comprehensive guides for both internal teams and customers.
• Develop and implement tools, scripts, and automations to streamline support operations, improve issue resolution times, and enhance overall efficiency.
• Work proactively to identify gaps in support processes or tooling, and recommend improvements to enhance customer experience.
• Maintain detailed records of support cases, resolutions, and customer interactions to ensure continuity and knowledge sharing within the team.
• Stay updated on new product features, updates, and AI tools to provide accurate and current support to users.
• Contribute to a collaborative team environment by sharing knowledge, participating in team meetings, and supporting colleagues in resolving challenging issues.
• Assist in onboarding new customers and providing training or guidance on platform features as needed.
• Engage in ongoing learning about AI systems, APIs, SDKs, and related technologies to deepen technical expertise.

Requirements

• 2-8 years of experience in technical support, product support, technical account management, or forward-deployed engineering roles.
• Proven ability to troubleshoot complex technical problems involving APIs, SDKs, logs, and system integrations.
• Familiarity with AI tools, APIs, or agentic systems, with a strong interest in AI-related technologies.
• Demonstrated skill in reproducing issues, debugging errors, and collaborating effectively with engineering teams to resolve problems.
• Proactive mindset with the ability to identify gaps in processes, tooling, or documentation and suggest improvements.
• Excellent written and verbal communication skills, capable of translating technical concepts into clear, understandable language for customers.
• Ability to manage multiple support cases simultaneously while maintaining a calm and professional demeanor.
• High ownership mentality, with a collaborative approach suited to a fast-paced, dynamic environment.
• Strong organizational skills and attention to detail to ensure accurate documentation and follow-up.
• Ability to work on-site in San Francisco, CA, with a flexible attitude towards support needs.
• Willingness to learn continuously about new AI tools, APIs, and emerging technologies relevant to the platform.

Nice to have

• Scripting experience with Python, JavaScript, TypeScript, or similar languages to automate tasks or validate issues.
• Experience working in startup environments with rapid product releases and early-stage customer bases.
• Passion for experimenting with new features, debugging edge cases, and exploring workflows to enhance support capabilities.
• Knowledge of ITAR regulations or experience working with sensitive or regulated data environments.
• Previous experience with customer support platforms, ticketing systems, or CRM tools.

Skills & tools

• APIs
• SDKs
• Logs
• Integrations
• AI tooling
• Agentic systems
• Python
• JavaScript/TypeScript

Practical notes

• Cartesia participates in E-Verify, confirming employment eligibility.
• This is an in-office position based in San Francisco, CA.
• Visa sponsorship is considered on a case-by-case basis; recruiters will discuss individual needs.
• US-based employees receive comprehensive benefits, including fully covered medical, dental, and vision insurance for employees and their families.
• Additional benefits include 9 weeks of paternity leave, 12 weeks of maternity leave, a 401(k) retirement plan, commuter allowance, flexible paid time off, and daily meals and snacks at the office.
• The company encourages ongoing learning and development, supporting employees in staying current with AI advancements and support best practices.