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Cartesia is an AI company pioneering State Space Models (SSMs) and foundation model architectures. The founding team includes Stanford AI Lab PhDs, and the company is backed by Index Ventures, Lightspeed Venture Partners, and 90+ angels.
As a Product Support Engineer, you'll be the primary technical point of contact for customers, handling support across multiple channels (Slack, Pylon, WhatsApp, and others). You'll diagnose and resolve complex technical issues, reproduce customer problems, perform triage, and write clear bug reports to help prioritize fixes. Your responsibilities include troubleshooting across the full stack—API errors, model behavior, latency/reliability issues, and partner integrations—while collaborating closely with product and engineering teams.
Beyond reactive support, you'll act as a customer champion, providing feedback on features, identifying edge cases, and influencing the product roadmap. You'll document solutions in runbooks, contribute to customer-facing documentation, and proactively identify recurring high-friction issues before they escalate. The role includes a builder component: you'll ship tooling and automations to close operational gaps and streamline issue resolution.
Cartesia operates in-person offices in San Francisco, London, and Bangalore. The company ships fast, maintains a high bar for quality, and fosters an open, inclusive culture.
REQUIREMENTS:
- 2–8 years in technical support, product support, technical account management, or forward-deployed engineering
- Strong technical troubleshooting skills with APIs, SDKs, logs, and integrations
- Familiarity with AI tooling, APIs, or agentic systems
- Comfortable reproducing issues, debugging errors, and collaborating with engineers
- Builder mentality: can identify process/tooling chokepoints and build solutions
- Excellent written and verbal communication for both internal teams and customers
- Calm under pressure with effective prioritization of multiple simultaneous issues
- High ownership and collaborative mindset for fast-moving teams
NICE TO HAVE:
- Scripting experience in Python, JavaScript/TypeScript, or similar
- Experience in fast-moving startup environments with frequent product shipping
- Interest in hands-on feature exploration and edge-case debugging
