Product Support Engineer

Ovii's Interpretation of the Role

The Product Support Engineer will own L1 technical assistance for Cartesia’s AI platform, resolving API, SDK and integration issues while feeding insights back to product and engineering. The role blends hands‑on troubleshooting, incident response, and documentation to ensure a smooth customer experience.

Role Snapshot

• Technical troubleshooting for APIs & SDKs
• Customer‑facing issue resolution
• Cross‑functional collaboration with product & engineering
• Incident response & on‑call rotation
• Feedback loop to product roadmap
• Runbook and guide authoring

Must-Have Requirements

• API troubleshooting
• SDK debugging/integration
• Technical communication
• technical support
• product support
• technical account management

Nice-to-Have Signals

• Python scripting
• JavaScript/TypeScript scripting
• Familiarity with AI tooling
• startup environment
• AI tooling familiarity

Work Setup

• Location: San Francisco, United States
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: yes

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement

What You'll Likely Work On

• Act as the primary L1 contact for customers via Slack and other messaging channels.
• Diagnose and resolve complex issues across APIs, SDKs, integrations, and deployment workflows.
• Reproduce customer problems, perform first‑pass triage, write clear bug reports, and prioritize fixes.
• Troubleshoot stack‑wide concerns such as API errors, latency, reliability, and partner integrations.
• Provide hands‑on product usage (dogfooding), surface edge cases, and influence roadmap and quality standards.
• Create and maintain internal runbooks and customer‑facing guides documenting solutions and patterns.
• Participate in high‑priority incident response and on‑call rotation to support customers outside normal hours.
• Collaborate with product, engineering, and customer teams to continuously improve support processes.

Good Fit If You Have

• Experience scripting in Python or JavaScript/TypeScript to mock or validate issues.
• Familiarity with AI tooling, APIs, or agentic systems.
• Background in fast‑moving startup environments with frequent releases.