[Hiring] Support Engineer @Retell AI

Role Description

You’ll be the technical partner enterprise customers lean on to get voice agents live and keep them working. You’ll build alongside customer engineering teams, debug production issues, and turn what you learn into product improvements. If you like being in the room when a customer’s agent takes its first real call, and you can trace a dropped call through telephony, webhooks, and the LLM, this role is for you.

You’ll work with Engineering, Product, and Customer Success, and with customer developers, IT teams, and telephony providers.

What you’ll do

• 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 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.
• 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.
• 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.

Qualifications

• 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.

Requirements

• Python or TypeScript experience.
• 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.

Benefits

• Full-time 1099 contract.
• Remote work.
• Compensation: $6,000-$7,500 USD/month, based on experience.
• Some overlap with our Pacific Time team and customers is required.