Product Role

About the Role

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.

Your Impact

• Serve as the primary point of contact for support inbound from numerous sources like Slack, Pylon, WhatsApp, and other messaging platforms.
• Deliver white-glove support for our customers, diagnosing and resolving complex issues quickly and efficiently.
• Collaborate cross-functionally with product, engineering, and customer teams 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, model behavior, latency/reliability issues, and partner integrations.
• Be a customer champion: give feedback on features, spot edge cases, and influence roadmap and quality standards.
• Document solutions and patterns in runbooks and contribute to customer-facing documentation and best practices.
• Proactively identify recurring and high-friction issues before they escalate, and build the solution.
• Ship tooling and automations that close operational gaps and streamline how the team resolves issues.

What You Bring

• 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.
• Familiarity with AI tooling, APIs, or agentic systems.
• Comfortable reproducing issues, debugging errors, and collaborating with engineers to identify solutions.
• A builder mentality: can identify chokepoints in process and tooling and build to close gaps.
• 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 Have

• Scripting experience in Python, JavaScript/TypeScript, or similar to reproduce, mock, or validate issues.
• 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.