Product Support Engineer

About the role

Join a leading AI company to ensure customer success by resolving technical challenges and delivering exceptional support. You will directly engage with users, collaborate with engineering and product teams, and influence the post-sales support framework. This hands-on position allows your insights to shape product development and improve reliability.

Key facts

What you'll do

• Be the main contact for support inquiries coming from various messaging platforms.
• Provide premium support to customers, quickly diagnosing and solving complex problems.
• Work with product, engineering, and customer teams to become a trusted technical advisor.
• Recreate customer issues, perform initial triage, create clear bug reports, and help prioritize fixes.
• Troubleshoot issues across the entire system, including API errors, model behavior, and integration problems.
• Advocate for customers by providing feature feedback, identifying edge cases, and influencing product quality.
• Document solutions and procedures, and contribute to customer-facing guides.
• Develop tools and automations to streamline operations and resolve issues efficiently.

Requirements

• 2-8 years in a technical support, product support, technical account management, or forward-deployed engineering role.
• Strong ability to troubleshoot technical problems involving APIs, SDKs, logs, and integrations.
• Familiarity with AI tools, APIs, or agentic systems.
• Capable of reproducing issues, debugging errors, and collaborating with engineers.
• A proactive approach to identifying and addressing process or tooling gaps.
• Excellent written and verbal communication skills, able to simplify complex technical information.
• Ability to remain calm and prioritize effectively when managing multiple customer issues.
• High sense of ownership and a collaborative mindset for a fast-paced team.

Nice to have

• Scripting experience with Python, JavaScript/TypeScript, or similar for issue reproduction or validation.
• Experience in dynamic startup environments with frequent product releases and early-stage customers.
• Interest in experimenting with new features, debugging edge cases, and exploring workflows directly.

Skills & tools

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

Practical notes

• Cartesia participates in E-Verify.
• This is an in-office position in San Francisco.
• Visa sponsorship is assessed case-by-case; recruiters will discuss needs.
• US employee benefits include fully covered medical, dental, and vision for employees and families, 9 weeks paternity leave, 12 weeks maternity leave, 401(k), commuter allowance, flexible PTO, and daily meals and snacks.