Product Support Engineer

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 hands‑on role influences the roadmap, improves product reliability, and sets the standard for how customers experience Cartesia.

Key responsibilities

• Serve as the primary point of contact for support inquiries from Slack, WhatsApp and other messaging platforms.
• Deliver white‑glove support by 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.
• Troubleshoot across the stack, including API errors, model behavior, latency, reliability and partner integrations.
• Champion the customer by providing feedback on features, spotting edge cases and influencing roadmap.
• Document solutions in runbooks and contribute to customer‑facing documentation and best practices.
• Build tooling and automations to close operational gaps and resolve issues faster.

Required profile

• 2–8 years of experience in technical support, product support, technical account management or forward‑deployed engineering.
• Strong technical troubleshooting skills with APIs, SDKs, logs and integrations.
• Familiarity with AI tooling, APIs or agentic systems.
• Ability to reproduce issues, debug errors and collaborate with engineers to find solutions.
• Builder mentality – identify process chokepoints and develop tools to close gaps.
• Excellent written and verbal communication, able to distill complex problems for internal teams and customers.
• Calm under pressure and capable of prioritising multiple simultaneous customer issues.

Required skills

• Python scripting
• JavaScript / TypeScript scripting
• Working with APIs
• Using SDKs
• Analyzing logs
• Integrating third‑party services

What we offer

• Competitive base salary with an attractive equity package.
• Fully covered medical, dental and vision insurance for you and your family.
• Parental leave – 9 weeks paternity, 12 weeks maternity.
• 401(k) retirement plan.
• Monthly commuter allowance.
• Flexible paid time off.
• Daily meals and snacks provided at the office.