Product Support Engineer
cartesia
OnSite
*HQ - San Francisco, CA
Product
Technical Support
Job Score
90 pts
On-site model (+70)
Product (+10)
Technical Support (+10)
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 L1 support for smaller accounts via Slack, and other messaging platforms.
Deliver white-glove, hands-on support for our customers, diagnosing and resolving complex issues across APIs, SDKs, integrations, and deployment workflows.
Build strong relationships with developers, product leads, and admins 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, SDK behavior, latency/reliability issues, and partner integrations.
Dogfood Cartesia’s product daily — give feedback on features, spot edge cases, and influence roadmap and quality standards.
Document solutions and patterns in internal runbooks and contribute to customer-facing guides and best practices.
Participate in high-priority incident response and on-call rotation to support customers outside normal hours.
Collaborate cross-functionally with product, engineering, and customer teams to continuously improve support operations and workflows.
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.
Comfortable reproducing issues, debugging errors, and collaborating with engineers to identify solutions.
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.
Familiarity with AI tooling, APIs, or agentic systems.
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.
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.
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.
About Product Management
Product Management is one of the most strategically relevant areas in technology organizations. The Product Manager is responsible for defining product vision, prioritizing features, and coordinating multidisciplinary teams to deliver value to users.
Essential skills include strategic thinking, data analysis, communication, leadership, and technical knowledge. Tools like Jira, Confluence, Miro, and analytics platforms are fundamental in daily work.
Salaries for PMs range from entry-level to senior positions at major tech companies, with growing opportunities for international remote work.
About Technical Support
Technical Support is essential to ensure customer satisfaction and retention. Support professionals resolve technical issues, document solutions, and identify patterns that can lead to product improvements.
Key skills include troubleshooting, customer service, technical documentation, ITIL knowledge, and ticketing tools (Zendesk, Freshdesk, Intercom).
Technical support has evolved from a reactive to a proactive function, with high-level professionals working in Customer Engineering and Support Engineering.
Discover Other Areas
Understand the scope of work, key skills, and tools used in different career areas.
About Business Analysis
The Business Analyst (BA) is the professional responsible for identifying problems, opportunities, and solutions in organizational processes, acting as a bridge between business areas and the technology development team. They gather and specify requirements, map value streams, design future processes, and help ensure that software deliveries align with the company's strategic goals.
About Information Security
The Information Security area is one of the most strategic and in-demand fields in the technology market. With the rise of cyberattacks, data breaches, and regulations like LGPD and GDPR, companies of all sizes invest heavily in professionals who can protect their digital assets.
Key specializations include Network Security, Cloud Security (AWS, Azure, GCP), Offensive Security (Penetration Testing, Red Team), Defensive Security (SOC, Blue Team), AppSec, and Security Governance. Tools like SIEM (Splunk, QRadar), firewalls, EDR, and Vulnerability Management platforms are essential.
Certifications like CISSP, CEH, OSCP, CompTIA Security+, and AWS Security Specialty are important differentiators. Information security professionals are among the highest-paid in the sector, with growing demand especially in fintechs, healthtechs, and large enterprises.
About Systems Analyst
The Systems Analyst is the professional responsible for analyzing, designing, and implementing technology solutions that meet business needs. They act as a bridge between business areas and the development team, ensuring that systems deliver real value to the organization.
Key skills include requirements gathering and analysis, process modeling (BPMN), data modeling, technical and functional documentation, system integration (APIs, microservices), and knowledge of ERPs and CRMs. Tools like Jira, Confluence, Visio, and project management platforms are essential.
Systems Analysts in technology companies are highly valued, especially those who master agile requirements analysis (user stories, backlog), system integration, and solution architecture. The field offers opportunities from junior analyst to solution architect, with a focus on efficiency, quality, and technological innovation.
About Copywriting
The Copywriting area is responsible for creating persuasive, creative, and strategic texts for various communication channels. Copywriting professionals transform ideas into words that engage, convert, and build brand voice.
Key skills include advertising copywriting, script writing for videos and podcasts, persuasive writing, tone of voice, and editorial guidelines. Knowledge of SEO writing, Grammarly, and text productivity tools is a differentiator.
Copywriting professionals in technology companies are highly valued, especially those who master copy for landing pages, email sequences, and funnel content. The field offers opportunities from junior copywriter to head of copy, with a focus on creativity, persuasion, and performance.
About Blockchain
The Blockchain area involves the development and implementation of secure and distributed transaction ledgers. Professionals in this field work with smart contract development, cryptography, consensus algorithms, and platforms such as Ethereum, Hyperledger, and Solana, ensuring security and decentralization for various types of applications.