Product Support Specialist

About the Role

Cartesia builds real-time voice and audio AI, and our customers put our models in front of their own users every day. As our Product Support Specialist, you’ll own the front line, the first person customers hear from when something is unclear, broken, or blocking them. You’re obsessed with the customer experience: you dig into every problem, don’t let go until the customer is unblocked, and treat each ticket as a chance to make Cartesia better. Our support function is still taking shape, so you’ll help shape the processes that define our post-sales support and set the standard for how customers experience Cartesia. This role is based in San Francisco.

What you will do

• Own the support queue across Slack, Pylon, WhatsApp, and email, with extra attention to priority and enterprise accounts.

• Keep response and resolution times within SLA, so customers always know where their issue stands.

• Resolve L1 and L2 issues independently across billing, documentation, configuration, APIs, and voices.

• Troubleshoot complex L3 issues, reproduce them, gather the relevant details, and escalate to On-Call with complete context.

• Partner with Engineering and Product to turn customer issues into fixes by, writing clear bug reports and creating actionable Linear tickets, and pushing them to get prioritized when customers are blocked

• Reduce repeat tickets by building internal runbooks, improving our customer-facing documentation, and sharing what you learn about troubleshooting

• Help with incident communications by coordinating customer updates, explaining impact, and keeping customers informed on progress until resolution.

What we are looking for

• 2+ years in technical support for an API or developer product, working a live queue of customers who write code.

• Hands-on troubleshooting skills: you can read requests, responses, and logs, reproduce an issue, and tell a bug from a configuration problem.

• Clear written communication, both to customers and in bug reports, runbooks, and docs.

• Experience supporting customers in real-time channels like shared Slack channels or chat, and balancing speed with accuracy.

• A track record of working with engineers to get issues fixed, including filing well-formed tickets in a tracker like Linear.

• Comfort with ambiguity: you make good calls without a playbook, and when one is missing, you write it.

Bonus

• 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.

🏦 401(k)

🦖 Your own personal Yoshi