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About this role
Role overview This contract, remote position serves as the front-line technical partner for enterprise and B2B customers using an AI audio platform. The specialist diagnoses complex issues across APIs and an agent orchestration product that combines large language models, telephony, and other AI integrations, while feeding product insights back to engineering.
Responsibilities - Own end-to-end enterprise support, diagnosing complex technical issues quickly, communicating clearly, and following through to resolution - Deliver high-quality technical support in English across multiple customer touchpoints - Build deep expertise in the agent orchestration platform and how customers deploy it with LLMs, telephony, and AI integrations - Spot patterns across support tickets and surface product gaps to engineering and product teams - Create and maintain clear, accurate, up-to-date documentation that genuinely helps users and internal teams - Act as a trusted technical partner for enterprise customers throughout their journey with the platform
Requirements - Two to three years of technical customer support experience at a SaaS or high-growth technology company, with B2B or enterprise exposure - Familiarity with large language models, AI agents, or telephony systems such as Twilio, SIP, or WebSockets - Solid understanding of APIs and how developers integrate them, with comfort reading and troubleshooting code in Python or JavaScript - Genuine interest in implementing and experimenting with AI solutions, not just supporting them externally - Track record of working autonomously within fast-moving, international, remote teams
Nice to have - Passion for AI and the problems it can solve, with a habit of following the space closely - First-principles debugging and analytical sharpness, combined with the ability to translate technical complexity into clear, actionable responses - Self-directed work style and comfort with startup pace and ambiguity
Benefits and work setup - Contract, remote role open to candidates outside primary hubs, with a monthly co-working stipend - Annual discretionary learning and development stipend - Annual discretionary social travel stipend for meeting colleagues - Annual company offsite that brings the full team together in person