Product Support Engineer

Cartesia•San Francisco, CA

38d•Onsite

About The Position

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.

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.

Nice To Haves

Scripting experience in Python, JavaScript/TypeScript, or similar to reproduce, mock, or validate issues.
Familiarity with AI tooling, APIs, or agentic systems.
Experience in fast-moving startup environments where the product ships frequently and customers are often in early/beta.
Interest in tinkering with new features, debugging edge cases, and exploring workflows hands-on.

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.