Remote job
Technical Customer Support Specialist
Job details
About this role
Role overview
We are looking for a Technical Customer Support Specialist to serve as the front-line technical partner for enterprise and B2B customers using a leading AI audio platform. This remote contract role blends hands-on troubleshooting of API and agent-based integrations with pattern-spotting and documentation work that feeds directly back into product and engineering.
Responsibilities
- Own enterprise support end-to-end, diagnosing complex technical issues quickly and following through until resolution. - Deliver high-quality technical support in English across API customers and an agent orchestration platform. - Build deep expertise in how customers use the platform to orchestrate LLMs, telephony, and other AI integrations. - Identify recurring patterns across support tickets and surface product gaps to engineering and product teams. - Create and maintain clear, accurate documentation that helps both customers and internal teams.
Requirements
- 2 to 3 years of technical customer support experience at a SaaS or high-growth tech company, with B2B or enterprise exposure. - Familiarity with LLMs, AI agents, or telephony systems such as Twilio, SIP, or WebSockets. - Solid understanding of APIs and comfort reading and troubleshooting code, particularly in Python or JavaScript. - Genuine interest in implementing and experimenting with AI solutions, not just supporting them externally. - Demonstrated ability to work autonomously in a fast-moving, international, remote team. - Strong communication skills and an analytically sharp, first-principles approach to debugging.
Nice to have
- Prior experience building integrations or tools yourself, beyond pure support work. - A startup mindset and enthusiasm for a high-velocity, low-bureaucracy environment.
Benefits and work setup
- Fully remote contract position. - Annual discretionary learning and development stipend. - Annual discretionary social travel stipend and a yearly company offsite bringing the full team together. - Monthly co-working stipend for those not based near a main hub.