Product Support Engineer
Cartesia · *HQ - San Francisco, CA
About this role
**Product Support Engineer** **About Cartesia** Cartesia is pioneering AI model architectures that learn from and interact with the world like humans do. Founded by Stanford AI Lab PhDs who invented State Space Models (SSMs), the company combines deep expertise in model innovation, systems engineering, and product design. Backed by leading investors including Index Ventures and Lightspeed Venture Partners. **The Role** Serve as a primary technical point of contact for customer support, solving complex issues and providing world-class support across multiple channels. Work directly with customers while partnering closely with engineering and product teams. **Your Impact** • Handle support inbound from Slack, Pylon, WhatsApp, and other messaging platforms • Deliver white-glove support—diagnose and resolve complex issues quickly • Collaborate cross-functionally with product, engineering, and customer teams • Reproduce issues, perform triage, write bug reports, and help prioritize fixes • Troubleshoot across the stack: APIs, model behavior, latency/reliability, integrations • Champion customer feedback and influence roadmap decisions • Document solutions and contribute to customer-facing documentation • Identify recurring issues proactively and build solutions • Ship tooling and automations to streamline issue resolution **What You Bring** • 2-8 years in technical support, product support, TAM, or forward-deployed engineering • Strong troubleshooting skills with APIs, SDKs, logs, and integrations • Familiarity with AI tooling, APIs, or agentic systems • Ability to reproduce issues and debug errors collaboratively • Builder mentality with process and tooling improvement focus • Excellent written and verbal communication skills • Calm under pressure with strong prioritization abilities • High ownership and collaborative mindset **Nice to Have** • Scripting experience (Python, JavaScript/TypeScript, or similar) • Startup experience with frequent shipping and early-stage customers • Hands-on interest in new features and edge case exploration **Details** 🏢 **In-Office:** San Francisco, London, or Bangalore 🌎 **Visa Sponsorship:** Available on case-by-case basis 💰 **Competitive base salary + equity** 🩺 **Full health coverage** (medical, dental, vision) 🧑🧑🧒🧒 **Parental leave:** 9 weeks paternity / 12 weeks maternity 🏖️ **Flexible PTO** 🍲 **Daily meals & snacks** *Cartesia is an equal opportunity employer.*
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