Technical Customer Support Specialist

About The Role
Provide technical support for AI audio platform, troubleshoot APIs, integrations, telephony issues, and translate complex findings for customers and teams in a fast-paced startup.

We are looking for a highly technical Technical Customer Support Specialist who can independently troubleshoot complex issues across APIs, integrations, and our broader AI audio platform. This person should be comfortable working in a fast-moving startup with minimal handholding, quickly understanding new features and systems, and adapting to constant change.

The ideal candidate has a strong background in technical support within SaaS or high-growth tech environments, is deeply comfortable with troubleshooting AP-related issues, and can read and reason about code. They should also have a strong interest in AI and audio, and be able to translate complex technical findings into clear, concise explanations for both customers and internal teams.

Core Profile

• 2–3 years in technical customer support (SaaS / high-growth tech; B2B/enterprise preferred)
• Strong technical troubleshooting background; prioritizes technical depth over generic support skills
• Proven ability to ramp quickly with minimal onboarding and operate effectively in ambiguity
• Thrives in a fast-paced, changing startup environment with limited process and documentation

Technical Skills

• APIs & Integrations: Confident troubleshooting REST APIs, HTTP requests/responses, auth, webhooks, and integration flows
• Comfortable debugging browser/network errors and client-side issues
• GCP & Data: Hands-on experience with GCP tools—especially GCP Logs
• Solid understanding of SQL for querying, investigating, and validating data in logs
• Code & Debugging: Able to read and troubleshoot code, especially Python
• Exposure to is a strong plus
• Can reason about logs, stack traces, and error messages to isolate root causes

AI & Audio

• Strong interest in AI; familiarity with LLM concepts (prompting, hallucinations, common failure modes)
• Basic understanding of how AI models are used in production workflows
• Interest or experience in audio technology or media processing is a plus
• Bonus: prior use of ElevenLabs or similar AI audio tools

Ways Of Working

• Highly autonomous: manages own workload, priorities, and learning without close supervision
• Fast learner: picks up new concepts, tools, and features quickly with limited context or training
• Adaptable: comfortable when features ship/break without advance notice; adjusts workflows on the fly
• Proactive: identifies patterns, raises product issues, and improves internal docs/knowledge base

Soft Skills

• Clear communicator (especially in writing): can turn complex technical issues into straightforward explanations
• Detail-oriented: careful in analysis, documentation, and customer-facing responses
• Collaborative: works well with product/engineering and a distributed, international team
• Driven and accountable: maintains a high bar for quality and follows through end-to-end on issues

Requirements

• 2–3 years in technical customer support (SaaS / high-growth tech; B2B/enterprise preferred)
• Strong technical troubleshooting background
• Proven ability to ramp quickly with minimal onboarding
• Operate effectively in ambiguity
• Interest in AI and audio
• Background in troubleshooting telephony-related issues using AI integrations, SIP, Twilio, or other tools and platforms

Required Skills

• APIs & Integrations
• Troubleshooting REST APIs
• HTTP requests/responses
• Auth
• Webhooks
• Integration flows
• Debugging browser/network errors
• Client-side issues
• GCP tools
• GCP Logs
• SQL
• Reading and troubleshooting code
• Python
• AI concepts
• LLM concepts
• AI models in production
• Audio technology
• Media processing
• ElevenLabs or similar AI audio tools
• Autonomous work
• Fast learning
• Adaptability
• Proactivity
• Clear communication
• Detail-oriented
• Collaboration
• Driven and accountable

Salary:
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