We’re looking for a Product Support Engineer to help our customers succeed with our platform by solving complex, technical issues and providing world-class support. You’ll work directly with customers, partner closely with engineering and product teams at a cutting-edge AI company, and help shape the processes and tools that define our post-sales support. This is a hands-on role where your feedback will influence the roadmap, improve product reliability, and set the standard for how our customers experience Cartesia.
YOUR IMPACT
•Serve as the primary point of contact for support inbound from numerous sources like Slack, Pylon, WhatsApp, and other messaging platforms.
•Deliver white-glove support for our customers, diagnosing and resolving complex issues quickly and efficiently.
•Collaborate cross-functionally with product, engineering, and customer teams to become a trusted technical partner.
•Reproduce customer issues, perform first-pass triage, write clear bug reports, and help prioritize fixes to unblock users quickly.
•Troubleshoot across the stack: API errors, model behavior, latency/reliability issues, and partner integrations.
•Be a customer champion: give feedback on features, spot edge cases, and influence roadmap and quality standards.
•Document solutions and patterns in runbooks and contribute to customer-facing documentation and best practices.
•Proactively identify recurring and high-friction issues before they escalate, and build the solution.
•Ship tooling and automations that close operational gaps and streamline how the team resolves issues.
WHAT YOU BRING
•2–8 years in a technical support, product support, technical account management, or forward-deployed engineering role.
•Strong technical troubleshooting skills with APIs, SDKs, logs, and integrations.
•Familiarity with AI tooling, APIs, or agentic systems.
•Comfortable reproducing issues, debugging errors, and collaborating with engineers to identify solutions.
•A builder mentality: can identify chokepoints in process and tooling and build to close gaps.
•Excellent written and verbal communication, able to distill complex technical problems for both internal teams and customers.
•Calm under pressure and able to prioritize effectively when multiple customer issues arise simultaneously.
•High ownership and collaborative mindset, excited to contribute to a small, fast-moving team.
