retell-ai - Support Engineer (Contract)
Requirements
• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field. • 2-8 years of professional experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a similar technical role. • Strong technical problem-solving skills and comfort debugging distributed systems. • Hands-on experience with REST APIs, webhooks, and authentication, and with reading logs and network traces to find root causes. • Clear communication: you can explain a technical issue to a developer and to a business stakeholder, in writing and live. • Comfort working directly with customers, including during live launches and incidents. • Availability for meaningful overlap with Pacific Time working hours. • Experience with LLMs, prompt engineering, or voice AI and conversational AI platforms. • Telephony knowledge: SIP, VoIP, PSTN, and providers like Twilio or Telnyx. • Familiarity with latency optimization, speech-to-text and text-to-speech, or real-time (WebSocket) systems. • Startup experience and enterprise customer experience, including security reviews and compliance questions (SOC 2, HIPAA). • Willingness to travel occasionally for launches or onsite work. • You might thrive here if • You’d rather build with customers than hand them a ticket response. • You stay calm when a production call flow breaks and you enjoy tracing the cause. • You’re curious about how AI voice agents work and can tell when the problem is the prompt, the integration, the carrier, or the platform. • You move fast, take ownership, and are comfortable in an early-stage environment with a lot of ambiguity. • You like working across Engineering, Product, and Customer Success. • Employment type: Full-time 1099 contractor • Location: Remote • Compensation: $6,000-$7,500 USD/month, based on experience • Hours: Some overlap with our Pacific Time team and customers is required
Responsibilities
• Get enterprise customers live and scaling • Lead technical onboarding for enterprise accounts, from kickoff and architecture review through go-live and ramp. • Help customers move from pilot to production, including concurrency planning, load readiness, and rollout strategy. • Build trusted relationships with customer engineering, IT, and security teams. • Build with customers • Build voice agents with customers in Retell: prompts, conversation flows, knowledge bases, voice and language settings, and call transfer. • Design integrations with customer systems such as CRMs, scheduling tools, ticketing, and internal APIs, using custom functions, webhooks, and the Retell API and SDKs. • Advise on conversation design and deployment strategy for new use cases such as inbound support, outbound campaigns, appointment booking, and qualification. • Work directly in customer codebases when needed. • Debug and resolve production issues • Troubleshoot live deployments: call quality, latency, interruptions and turn-taking, transcription errors, hallucinations, tool-call failures, and unexpected agent behavior. • Debug APIs, webhooks, authentication, SIP trunking and telephony (carrier setup, number routing, call transfers, caller ID), and custom LLM integrations. • Use call logs, transcripts, and post-call analysis to find root causes, then write clear post-incident summaries for customers. • Escalate to Engineering with reproducible cases and the context needed to fix issues fast. • Shape the product • Capture customer feedback and turn it into specific, prioritized product requests. • Spot repeated issues and write the docs, templates, and playbooks that stop them from recurring. • Work with Product and Engineering to test new features with real customers.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT