Product Support Specialist

The role

You will own the support queue across Slack, Pylon, WhatsApp, and email. You will resolve technical issues, troubleshoot complex problems, and partner with Engineering and Product to turn customer issues into fixes.

What you will do

• Own the support queue across Slack, Pylon, WhatsApp, and email.
• Keep response and resolution times within SLA.
• Resolve L1 and L2 issues across billing, documentation, configuration, APIs, and voices.
• Troubleshoot complex L3 issues, reproduce them, and escalate to On-Call.
• Partner with Engineering and Product to write bug reports and create Linear tickets.
• Reduce repeat tickets by building internal runbooks and improving documentation.
• Help with incident communications by coordinating customer updates.

Required qualifications

• 2+ years in technical support for an API or developer product, working a live queue of customers who write code.
• Hands-on troubleshooting skills: reading requests, responses, and logs, reproducing issues, and distinguishing bugs from configuration problems.
• Clear written communication for customers, bug reports, runbooks, and docs.
• Experience supporting customers in real-time channels like shared Slack channels or chat.
• Track record of working with engineers to get issues fixed using a tracker like Linear.
• Comfort with ambiguity.

Nice to have

• Experience supporting an API or developer product, where your customers write code.
• 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.

Benefits

• Competitive base salary
• Attractive equity package
• Fully covered medical insurance along with dental and vision for you and your family
• 9 weeks paternity leave
• 12 weeks maternity leave
• 401(k)
• Monthly commuter stipend
• Flexible PTO
• Daily lunch, dinner and snacks
• Your own personal Yoshi

Before you apply

• Visa sponsorship is provided and assessed on a case-by-case basis.
• Cartesia participates in E-Verify and will provide Form I-9 information to confirm employment eligibility after hire.

About the company

Cartesia architects AI that learns from and interacts with the world like humans do. The founding team includes PhDs from the Stanford AI Lab who invented State Space Models.