Support Engineer (Contract)

We are looking for a technically skilled Support Engineer to help enterprise customers deploy, scale, and optimize AI-powered voice agents. In this remote contract role, you will serve as a trusted technical partner, guiding customers from initial onboarding and architecture planning through production launches and ongoing troubleshooting. You will work hands-on with APIs, integrations, telephony systems, and large language model (LLM) configurations to ensure reliable, high-quality customer experiences. Collaborating closely with Engineering, Product, and Customer Success, you will resolve complex technical challenges and translate customer feedback into meaningful product improvements. This opportunity is ideal for someone who enjoys solving problems directly with customers, investigating production incidents, and working at the intersection of software engineering and conversational AI. The role requires flexibility to collaborate with teams and customers during Pacific Time business hours.

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.

• Between 2 and 8 years of professional experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a comparable technical role.

• Strong technical troubleshooting and problem-solving skills, including experience diagnosing issues in distributed systems and complex production environments.

• Hands-on experience with REST APIs, webhooks, authentication mechanisms, and the interpretation of logs and network traces to identify root causes.

• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to developers, IT teams, and nontechnical business stakeholders.

• Confidence working directly with customers during technical implementations, production launches, and incident resolution.

• Availability for meaningful overlap with Pacific Time working hours.

• A proactive, ownership-oriented approach to problem-solving, with the ability to remain calm under pressure and navigate ambiguous or rapidly changing situations.

• Strong cross-functional collaboration skills and a willingness to work closely with Engineering, Product, and Customer Success teams.

Nice to have:

• Programming experience with Python or TypeScript.

• Familiarity with large language models, prompt engineering, voice AI, or conversational AI platforms.

• Knowledge of telephony technologies, including SIP, VoIP, PSTN, and providers such as Twilio or Telnyx.

• Experience with latency optimization, speech-to-text (STT), text-to-speech (TTS), or real-time communication systems such as WebSockets.

• Experience in startups or with enterprise customers, including security reviews and compliance requirements such as SOC 2 and HIPAA.

• Willingness to travel occasionally for customer launches or onsite engagements.