Product Support Engineer
*HQ - San Francisco, CA • FullTime
Posted 9d 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 feedback and issue reproduction. This is a critical position for shaping the customer experience and setting support standards at a cutting-edge AI company.
Responsibilities
- Serve as the primary point of contact for L1 support for smaller accounts via Slack and other messaging platforms.
- Deliver white-glove, hands-on support for customers, diagnosing and resolving complex issues across APIs, SDKs, integrations, and deployment workflows.
- Build strong relationships with developers, product leads, and admins to become a trusted technical partner.
- Reproduce customer issues, perform first-pass triage, write clear bug reports, and help prioritize fixes.
- Troubleshoot across the stack, including API errors, SDK behavior, latency/reliability issues, and partner integrations.
- Provide feedback on features, spot edge cases, and influence roadmap and quality standards by using the product daily.
- Document solutions and patterns in internal runbooks and contribute to customer-facing guides.
- Participate in high-priority incident response and on-call rotation.
- Collaborate cross-functionally with product, engineering, and customer teams to improve support operations.
Requirements
- 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.
- Comfortable reproducing issues, debugging errors, and collaborating with engineers.
- Excellent written and verbal communication skills.
- Ability to prioritize effectively under pressure.
- High ownership and collaborative mindset.
Benefits
- Competitive base salary
- Attractive equity package
- Fully covered medical insurance, dental, and vision for you and your family
- 9 weeks paternity leave
- 12 weeks maternity leave
- 401(k)
- Monthly commuter allowance
- Flexible PTO
- Provided meals and snacks
- Personal Yoshi