Senior Software Engineer, Support Automations

Retell AI•Redwood City, CA

4d•$200,000 - $290,000•Onsite

About The Position

As a Senior Software Engineer, Support Automations at Retell, you will own the technical support function for a highly technical, agentic voice AI platform. This is a hands-on leadership role: you will personally debug complex customer issues, build AI agents and automations, and lead a growing team of support engineers. You will operate at the intersection of engineering, customers, and product, ensuring world-class reliability, fast resolution, and scalable support economics as Retell grows. This role is ideal for someone who enjoys solving hard technical problems under pressure, working directly with customers, and building systems and teams from the ground up.

Requirements

Have 3+ years of experience in technical support, support engineering, solutions engineering, systems engineering, or similar roles.
Have supported a technical, developer-facing product in production.
Have 1+ year of experience at a startup, ideally in a support engineering role.
Are comfortable writing and debugging code (Python & JavaScript) for real use cases.
Have built or configured AI agents, workflows, or LLM-powered systems.
Are highly detail-oriented and calm under pressure when incidents occur.
Think analytically about metrics, root causes, and system-level improvements.
Communicate clearly with both technical and non-technical stakeholders.

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.