Product Support Engineer

About the role

Serve as the primary point of contact for L1 support for smaller accounts via 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.

Requirements

• 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.

Qualifications

• 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.