Senior Software Engineer, Support Automations at Retell Ai

About the Role

We are looking for a Senior Software Engineer, Support Automations at Retell AI to own the technical support function for a highly technical, agentic voice AI platform. This hands-on leadership role involves personally debugging complex customer issues, building AI agents and automations, and leading a growing team of support engineers.

Key Responsibilities

• →Own end-to-end resolution of complex support tickets for a production, agentic AI platform
• →Debug issues across agents, prompts, APIs, webhooks, logs, integrations, and telephony
• →Build, configure, and test AI agents to reproduce and resolve customer issues
• →Join live customer calls when needed to diagnose problems and restore confidence
• →Own core support metrics including CSAT, NPS, SLA, and response times
• →Define and improve support unit economics, including automation vs headcount tradeoffs
• →Design and build AI-driven support workflows and automations to reduce manual load
• →Develop internal tools and dashboards for the support team with appropriate permissions and access control
• →Improve observability, alerting, and debugging workflows to shorten time-to-resolution
• →Identify recurring issues and turn them into automations, tooling, or product improvements
• →Recruit, interview, onboard, and mentor support engineering team members
• →Set quality bars, escalation guidelines, and on-call processes
• →Run weekly analysis of feature requests, bug trends, and documentation gaps
• →Partner closely with Engineering and Product to influence roadmap and reliability priorities
• →Translate customer pain points into clear, actionable feedback for Product and Engineering
• →Help shape documentation, best practices, and customer-facing guidance
• →Act as a voice of the customer while maintaining technical rigor and operational discipline