Product Support Specialist
Core
Own the front line of customer support for real-time voice and audio AI, resolving issues across billing, configuration, and APIs to unblock customers and improve the product.
Role type
Senior IC technical support specialist (voice/audio AI)
Builds
Real-time voice and audio AI models and experiences for enterprise customers
Domain
AI / Voice & Audio / Developer Tools
Deliverable
client delivery
Required skills
Technical troubleshooting of APIs and logs, L1/L2/L3 issue resolution, incident communication, bug report writing, runbook creation, cross-functional partnership with engineering
Preferred skills
Experience with developer/API products, familiarity with AI/voice/speech products, incident update writing
Technologies
Slack, Pylon, WhatsApp, Linear, APIs
Responsibilities
Manage support queue across multiple channels, resolve billing and configuration issues, troubleshoot and escalate complex technical problems, partner with engineering to fix bugs, create internal documentation, coordinate incident communications
Seniority
Mid-level, hands-on IC
