Product Role
Bangalore • FullTime
Posted 2h ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Cartesia is seeking a Product Support Engineer to ensure customer success on their AI platform. This role involves resolving complex technical issues, providing world-class support, and collaborating closely with engineering and product teams. You will be a key point of contact for customers, influencing the product roadmap and improving reliability through hands-on problem-solving and feedback. This is an opportunity to shape post-sales support processes and tools at a cutting-edge AI company.
Responsibilities
- Serve as the primary point of contact for customer support inquiries across various messaging platforms.
- Provide high-quality support by diagnosing and resolving complex technical issues efficiently.
- Collaborate with product, engineering, and customer teams to act as a trusted technical partner.
- Reproduce customer issues, perform initial triage, write bug reports, and help prioritize fixes.
- Troubleshoot issues across the full stack, including APIs, model behavior, latency, and integrations.
- Act as a customer advocate by providing feedback on features, identifying edge cases, and influencing the roadmap and quality standards.
- Document solutions and patterns in runbooks and contribute to customer-facing documentation.
- Proactively identify and resolve recurring high-friction issues.
- Develop tooling and automations to improve operational efficiency and streamline issue resolution.
Requirements
- 2-8 years of experience in technical support, product support, technical account management, or forward-deployed engineering.
- 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.
- A proactive approach to identifying and building solutions for process and tooling gaps.
- Excellent written and verbal communication skills, capable of explaining complex technical problems clearly.
- Ability to remain calm under pressure and prioritize effectively.
- High sense of ownership and a collaborative mindset.
Benefits
- Competitive base salary
- Attractive equity package
- Fully covered medical insurance, dental, and vision for employee and family
- 9 weeks paternity leave
- 12 weeks maternity leave
- 401(k)
- Monthly commuter allowance
- Flexible PTO
- Provided meals and snacks
- Visa sponsorship support