Support Engineer (Contract)

The role

You will act as a technical partner for enterprise customers to deploy and maintain voice agents. You will build integrations, debug production issues, and provide product feedback to engineering and product teams.

What you will do

• Lead technical onboarding for enterprise accounts from kickoff to go-live.
• Help customers move from pilot to production including concurrency planning and rollout strategy.
• Build voice agents including prompts, conversation flows, knowledge bases, and voice settings.
• Design integrations with customer systems using custom functions, webhooks, and APIs.
• Advise on conversation design and deployment strategy.
• Work directly in customer codebases when needed.
• Troubleshoot live deployments including call quality, latency, and agent behavior.
• Debug APIs, webhooks, authentication, SIP trunking, and telephony.
• Use call logs and transcripts to find root causes and write post-incident summaries.
• Capture customer feedback to create prioritized product requests.

Required qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
• 2-8 years of professional experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a similar technical r
• Strong technical problem-solving skills and comfort debugging distributed systems.
• Hands-on experience writing code, debugging APIs, and a deep understanding of versioning and code review process and best practices.
• Clear communication for developers and business stakeholders.
• Comfort working directly with customers, including during live launches and incidents.
• Availability for meaningful overlap with Pacific Time working hours.

Nice to have

• Python or TypeScript experience.
• Experience with LLMs, prompt engineering, or voice AI and conversational AI platforms.
• Telephony knowledge: SIP, VoIP, PSTN, and providers like Twilio or Telnyx.
• Familiarity with latency optimization, speech-to-text and text-to-speech, or real-time (WebSocket) systems.
• Startup experience and enterprise customer experience, including security reviews and compliance questions (SOC 2, HIPAA).
• Willingness to travel occasionally for launches or onsite work.

About the company

Retell AI uses voice AI to reimagine the call center. The company is backed by Y Combinator and Alt Capital and is building a modern CX platform powered by AI workers.