Support Engineer – Contract

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical onboarding process for enterprise clients, guiding them from the initial kickoff and architecture review to the go-live phase and subsequent ramp-up.

• Assist customers in transitioning from pilot programs to full production, focusing on concurrency planning, load readiness, and rollout strategies.

• Establish strong, trusting relationships with customer engineering, IT, and security teams.

• Collaborate with customers in Retell to develop voice agents, including designing prompts, conversation flows, knowledge bases, and configuring voice and language settings, as well as call transfer functionality.

• Create integrations with various CRMs, scheduling tools, ticketing systems, and internal APIs by utilizing custom functions, webhooks, the Retell API, and SDKs.

• Provide guidance on conversation design and deployment strategies for inbound support, outbound marketing campaigns, appointment scheduling, and qualification processes.

• Engage directly with customer codebases when necessary.

• Resolve issues during live deployments related to call quality, latency, interruptions, turn-taking, transcription inaccuracies, hallucinations, tool-call failures, and unanticipated agent behavior.

• Diagnose problems with APIs, webhooks, authentication, SIP trunking, telephony, carrier configurations, number routing, call transfers, caller ID, and custom LLM integrations.

• Analyze call logs, transcripts, and post-call evaluations to identify root causes, and compile post-incident summaries for customers.

• Elevate reproducible issues to the Engineering team with the necessary context to facilitate rapid resolutions.

• Gather customer feedback and convert it into prioritized product enhancement requests.

• Draft documentation, templates, and playbooks to mitigate the recurrence of issues.

• Collaborate with Product and Engineering teams to test new features with actual customers.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical discipline.

• 2-8 years of relevant experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a comparable technical position.

• Proficient technical problem-solving abilities and familiarity with debugging distributed systems.

• Practical experience with REST APIs, webhooks, and authentication protocols.

• Skill in analyzing logs and network traces to identify underlying issues.

• Excellent written and verbal communication skills, enabling effective interaction with developers and business stakeholders.

• Comfortable working directly with customers during live launches and incident resolution.

• Willingness to maintain significant overlap with Pacific Time working hours.

• Experience with Python or TypeScript is a plus.

• Background in LLMs, prompt engineering, voice AI, or conversational AI platforms is advantageous.

• Knowledge of telephony systems, including SIP, VoIP, PSTN, Twilio, or Telnyx, is beneficial.

• Familiarity with latency optimization, speech-to-text, text-to-speech, or real-time WebSocket technologies is a plus.

• Experience in startup environments and dealing with enterprise customers, including handling security reviews and compliance inquiries such as SOC 2 and HIPAA, is favorable.

🏝️ Benefits

• Opportunity to engage with cutting-edge voice AI technology.

• Chance to collaborate with enterprise clients and their engineering teams.

• Potential travel for launches or onsite engagements (optional).