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Mid LevelFull-timeJavaScriptTypeScriptPythonJavaRustAIAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
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.
Key Responsibilities
- →Serve as the primary point of contact for L1 support for smaller accounts via Discord, Slack, and other messaging platforms.
- →Deliver white-glove, hands-on support for our 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 to unblock users quickly.
- →Troubleshoot across the stack — API errors, SDK behavior, latency/reliability issues, and partner integrations.
- →Dogfood Cartesia’s product daily — give feedback on features, spot edge cases, and influence roadmap and quality standards.
- →Document solutions and patterns in internal runbooks and contribute to customer-facing guides and best practices.
- →Participate in high-priority incident response and on-call rotation to support customers outside normal hours.
- →Collaborate cross-functionally with product, engineering, and customer teams to continuously improve support operations and workflows.
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 to identify solutions.
- ✓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.
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