Product Support Engineer

About Cartesia

Our mission is to build the next generation of AI : ubiquitous, interactive intelligence that runs wherever you are. Today, not even the best models can continuously process and reason over a year‑long stream of audio, video and text—1B text tokens, 10B audio tokens and 1T video tokens—let alone do this on‑device.

We're pioneering the model architectures that will make this possible. Our founding team met as PhDs at the Stanford AI Lab, where we invented State Space Models or SSMs, a new primitive for training efficient, large‑scale foundation models. Our team combines deep expertise in model innovation and systems engineering paired with a design‑minded product engineering team to build and ship cutting edge models and experiences.

We're funded by leading investors at Index Ventures and Lightspeed Venture Partners, along with Factory, Conviction, A Star, General Catalyst, SV Angel, Databricks and others. We're fortunate to have the support of many amazing advisors, and 90+ angels across many industries, including the world's foremost experts in AI.

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 L1 support for smaller accounts via Discord, Slack, and other messaging platforms.

Deliver white‑glove, hands‑on support for our customers, diagnosing and resolving complex issues across APIs, SDKs, integrations, and deployment workflows.

Build strong relationships with developers, product leads, and admins 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, SDK behavior, latency / reliability issues, and partner integrations.

Dogfood Cartesia’s product daily — give feedback on features, spot edge cases, and influence roadmap and quality standards.

Document solutions and patterns in internal runbooks and contribute to customer‑facing guides and best practices.

Participate in high‑priority incident response and on‑call rotation to support customers outside normal hours.

Collaborate cross‑functionally with product, engineering, and customer teams to continuously improve support operations and workflows.

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.

Comfortable reproducing issues, debugging errors, and collaborating with engineers to identify solutions.

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.

Familiarity with AI tooling, APIs, or agentic systems.

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.

Our perks

🍽 Lunch, dinner and snacks at the office.

🏥 Fully covered medical, dental, and vision insurance for employees.

🏦 401(k).

✈️ Relocation and immigration support.

🦖 Your own personal Yoshi.

Our Culture

🏢 We’re an in‑person team based out of San Francisco. We love being in the office, hanging out together, and learning from each other every day.

🚢 We ship fast. All of our work is novel and cutting edge, and execution speed is paramount. We have a high bar, and we don’t sacrifice quality or design along the way.

🤝 We support each other. We have an open & inclusive culture that’s focused on giving everyone the resources they need to succeed.

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