Customer Success Engineer

About the role

We are seeking a dedicated Customer Success Engineer to join our dynamic team at Retell Ai. In this role, you will play a crucial part in assisting enterprise clients with the implementation and enhancement of AI voice agents. Your focus will be on the technical aspects of customer success, guiding clients from the initial setup phase through to advanced deployment. Collaboration with engineering and product teams will be essential as you provide direct support to customer technical staff.

Key facts

What you'll do

• Oversee the technical onboarding journey for new enterprise clients, ensuring a smooth transition to our services.
• Act as the main technical liaison for customers throughout their implementation process, addressing any concerns or questions that arise.
• Facilitate successful product launches while promoting the adoption of AI voice agents among clients.
• Cultivate and maintain robust technical relationships with the engineering teams of our customers, fostering collaboration and trust.
• Collaborate with clients to develop AI voice agents and create effective conversation flows tailored to their needs.
• Diagnose and resolve production issues, including those related to APIs, webhooks, SIP, telephony, and authentication protocols.
• Engage with customer codebases to tackle technical challenges and ensure seamless integration.
• Gather and analyze customer feedback to identify potential product improvements and enhancements.
• Represent customer interests within our product and engineering teams, advocating for their needs and requirements.
• Explore opportunities for account growth and the introduction of new AI use cases that can benefit our clients.
• Serve as a reliable technical advisor for enterprise accounts, providing insights and guidance throughout the customer journey.

Requirements

• A Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical discipline.
• A minimum of 5 years of experience in Customer Success or as a Customer Success Engineer within a B2B software environment, or a recent graduate from a prestigious university with a relevant technical degree.
• Proven ability to tackle and resolve technical problems effectively.
• Experience with APIs and a strong aptitude for debugging technical issues.
• Exceptional communication skills, particularly in conveying complex technical concepts to non-technical customers.
• Availability to work standard U.S. business hours, particularly in the Pacific or Eastern Time zones, to ensure effective collaboration with our Pacific Time-based team.

Nice to have

• Familiarity with programming languages such as Python or TypeScript.
• Knowledge of AI technologies, including LLMs and Voice AI systems.
• Previous experience in a startup setting, demonstrating adaptability and innovation.
• Background in supporting enterprise customers, enhancing your understanding of their unique needs.
• Willingness to travel up to 10% for customer engagements, fostering stronger relationships and understanding client environments.

Skills & tools

• Proficiency in working with APIs
• Experience with webhooks
• Understanding of SIP and telephony systems
• Knowledge of authentication processes
• Familiarity with Python (preferred but not required)
• Experience with TypeScript (preferred but not required)

Practical notes

• We offer comprehensive medical, dental, and vision insurance to our employees.
• For those working in our Redwood City office, additional benefits include a $70 daily DoorDash credit, a $200 monthly wellness reimbursement, a $300 monthly commuter reimbursement, a $75 monthly phone bill reimbursement, and a $50 monthly internet reimbursement. Please note that remote employees do not receive the DoorDash credit.

Join us at Retell Ai and be a part of a forward-thinking team that is shaping the future of AI voice technology. If you are passionate about customer success and have the technical skills to back it up, we would love to hear from you!

About the company

Build, test, deploy, and monitor production-ready AI voice agents at scale with ease, boosting efficiency and performance across your operations.