Product Support Engineer

Job description

ABOUT CARTESIA Our mission is to architect AI that learns from and interacts with the world like humans do. We're pioneering the model architectures that will make this possible. Our founding team met as PhDs at the Stanford AI Lab, where we invented State Space Models or SSMs, a new primitive for training efficient, large-scale foundation models. Our team combines deep expertise in model innovation and systems engineering paired with a design-minded product engineering team to build and ship cutting edge models and experiences. We're funded by leading investors at Index Ventures and Lightspeed Venture Partners, along with Factory, Conviction, A Star, General Catalyst, SV Angel, Databricks and others. We're fortunate to have the support of many amazing advisors, and 90+ angels across many industries, including the world's foremost experts in AI. ABOUT THE ROLE We’re looking for a Product Support Engineer to help our customers succeed with our platform by solving complex, technical issues and providing world-class support. You’ll work directly with customers, partner closely with engineering and product teams at a cutting-edge AI company, and help shape the processes and tools that define our post-sales support. This is a hands-on role where your feedback will influence the roadmap, improve product reliability, and set the standard for how our customers experience Cartesia. YOUR IMPACT - Serve as the primary point of contact for support inbound from numerous sources like Slack, Pylon, WhatsApp, and other messaging platforms. - Deliver white-glove support for our customers, diagnosing and resolving complex issues quickly and efficiently. - Collaborate cross-functionally with product, engineering, and customer teams to become a trusted technical partner. - Reproduce customer issues, perform first-pass triage, write clear bug reports, and help prioritize fixes to unblock users quickly. - Troubleshoot across the stack: API errors, model behavior, latency/reliability issues, and partner integrations. - Be a customer champion: give feedback on features, spot edge cases, and influence roadmap and quality standards. - Document solutions and patterns in runbooks and contribute to customer-facing documentation and best practices. - Build tooling and automations to resolve gaps and ease operations to efficiently resolve issues quickly. WHAT YOU BRING - 2–8 years in a technical support, product support, technical account management, or forward-deployed engineering role. - Strong technical troubleshooting skills with APIs, SDKs, logs, and integrations. - Familiarity with AI tooling, APIs, or agentic systems. - Comfortable reproducing issues, debugging errors, and collaborating with engineers to identify solutions. - A builder mentality: can identify chokepoints in process and tooling and build to close gaps. - Excellent written and verbal communication, able to distill complex technical problems for both internal teams and customers. - Calm under pressure and able to prioritize effectively when multiple customer issues arise simultaneously. - High ownership and collaborative mindset, excited to contribute to a small, fast-moving team. NICE TO HAVE - Scripting experience in Python, JavaScript/TypeScript, or similar to reproduce, mock, or validate issues. - Experience in fast-moving startup environments where the product ships frequently and customers are often in early/beta. - Interest in tinkering with new features, debugging edge cases, and exploring workflows hands-on. Note: Cartesia participates in E-Verify and will provide the federal government with Form I-9 information to confirm employment eligibility after hire. MORE DETAILS 🏢 In-office policy: We’re an in-person team based out of offices in 🇺🇸 San Francisco, 🇬🇧 London and 🇮🇳 Bangalore. We love being in the office, hanging out together, and learning from each other every day. 🌎 Visa sponsorship: We provide visa sponsorship support and assess each circumstance on a case-by-case basis. However, visa sponsorship is dependent on many factors, including the role you are applying for, and the location you are going to be based, and so we can't always guarantee success. Your Recruiter will work with you to understand your visa sponsorship needs from the first call. 🚢 We ship fast. All of our work is novel and cutting edge, and execution speed is paramount. We have a high bar, and we don’t sacrifice quality or design along the way. 🤝 We support each other. We have an open & inclusive culture that’s focused on giving everyone the resources they need to succeed. OUR BENEFITS (US EMPLOYEES ONLY) 💰 Compensation Competitive base salary alongside attractive equity package. 🩺 Health Insurance Fully covered medical insurance along with dental and vision for you and your family. 🧑‍🧑‍🧒‍🧒 Parental Leave 9 weeks paternity & 12 weeks maternity leave 🏦 401(k) 🚆 Commuter Allowance A monthly stipend to help you get to and from the office. 🏖️ Flexible PTO Take as much time as you need to recharge your batteries. 🍲 Meals & Snacks Lunch, dinner and plenty of snacks, provided daily. 🦖 Your own personal Yoshi OUR COMMITMENT TO EQUAL OPPORTUNITY Cartesia is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other legally protected status.