Product Support Specialist

Cartesia • San Francisco, CA

2d • $90,000 - $110,000 • Onsite

About The Position

Cartesia is hiring a Product Support Specialist to provide frontline support for customers using its real-time voice and audio AI products. The role owns customer issues from initial contact through resolution, with particular attention to priority and enterprise accounts. The specialist will independently resolve Level 1 and Level 2 issues, investigate more complex Level 3 issues, and coordinate escalations to the On-Call team with complete context.

The support function is still taking shape, so the specialist will help establish post-sales support processes and set the standard for the customer experience. The role also works with Engineering and Product to convert reported problems into fixes, reduce repeat tickets through documentation and runbooks, and keep customers informed during incidents. The position is based in San Francisco, within Cartesia’s in-person team.

Requirements

• At least 2 years of technical support experience for an API or developer product, working a live queue of customers who write code.
• Hands-on troubleshooting skills, including reading requests, responses, and logs; reproducing issues; and distinguishing bugs from configuration problems.
• Clear written communication with customers and in bug reports, runbooks, and documentation.
• Experience supporting customers in real-time channels such as shared Slack channels or chat, while balancing speed with accuracy.
• A track record of working with engineers to resolve issues, including filing well-formed tickets in a tracker such as Linear.
• Comfort working with ambiguity, making sound decisions without a playbook, and creating one when needed.

Nice To Haves

• Familiarity with AI products, especially voice, speech, or audio products such as text-to-speech, speech recognition, or voice agents.
• Experience writing customer-facing updates during an incident or outage.

Responsibilities

• Own the support queue across Slack, Pylon, WhatsApp, and email, giving extra attention to priority and enterprise accounts.
• Keep response and resolution times within SLA and ensure customers know the status of their issues.
• Independently resolve Level 1 and Level 2 issues involving billing, documentation, configuration, APIs, and voices.
• Troubleshoot complex Level 3 issues, reproduce problems, gather relevant details, and escalate to On-Call with complete context.
• Partner with Engineering and Product to turn customer issues into fixes by writing clear bug reports, creating actionable Linear tickets, and advocating for prioritization when customers are blocked.
• Reduce repeat tickets by building internal runbooks, improving customer-facing documentation, and sharing troubleshooting learnings.
• Coordinate customer incident updates, explain impact, and keep customers informed until resolution.
• Help shape the processes for post-sales support.

Benefits

• Competitive base salary and an attractive equity package.
• Fully covered medical insurance, along with dental and vision insurance for employees and their families.
• Nine weeks of paternity leave and 12 weeks of maternity leave.
• 401(k).
• Monthly commuter allowance.
• Flexible paid time off.
• Lunch, dinner, and snacks provided daily.
• Personal Yoshi.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed