Product Support Engineer

Our mission is to build the next generation of AI: ubiquitous, interactive intelligence that runs wherever you are. Today, not even the best models can continuously process and reason over a year-long stream of audio, video and text—1B text tokens, 10B audio tokens and 1T video tokens—let alone do this on-device.

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 Discord, 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 perks

🍽 Lunch, dinner and snacks at the office.

🏥 Fully covered medical, dental, and vision insurance for employees.

🏦 401(k).

✈️ Relocation and immigration support.

🦖 Your own personal Yoshi.

🏢 We’re an in-person team based out of San Francisco. We love being in the office, hanging out together, and learning from each other every day.

🚢 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.