Support Engineer – Contract

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $6k - $7.5k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 4%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Retell AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Retell AI is a company that specializes in voice AI technology, enabling businesses to enhance their call operations through automated solutions. Their platform offers features such as call transfer, appointment booking, and IVR navigation, allowing for efficient customer support and lead qualification. Retell AI integrates seamlessly with various telephony systems and supports multiple languages, providing businesses across industries like healthcare and financial services with reliable and scalable voice agent solutions.

📋 Description

• 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, including prompts, conversation flows, knowledge bases, voice and language settings, and call transfer • Design integrations with CRMs, scheduling tools, ticketing systems, and internal APIs using custom functions, webhooks, the Retell API, and SDKs • Advise on conversation design and deployment strategy for inbound support, outbound campaigns, appointment booking, and qualification • Work directly in customer codebases when needed • Troubleshoot live deployments involving call quality, latency, interruptions, turn-taking, transcription errors, hallucinations, tool-call failures, and unexpected agent behavior • Debug APIs, webhooks, authentication, SIP trunking, 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 and write post-incident summaries for customers • Escalate reproducible cases to Engineering with the context needed for fast fixes • Capture customer feedback and turn it into prioritized product requests • Write documentation, templates, and playbooks to prevent recurring issues • Work with Product and Engineering to test new features with real customers

🎯 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 • Experience reading logs and network traces to find root causes • Clear written and live communication with developers and business stakeholders • Comfort working directly with customers during live launches and incidents • Availability for meaningful overlap with Pacific Time working hours • Python or TypeScript experience is nice to have • Experience with LLMs, prompt engineering, voice AI, or conversational AI platforms is nice to have • Telephony knowledge including SIP, VoIP, PSTN, Twilio, or Telnyx is nice to have • Familiarity with latency optimization, speech-to-text, text-to-speech, or real-time WebSocket systems is nice to have • Startup experience and enterprise customer experience, including security reviews and compliance questions such as SOC 2 and HIPAA, is nice to have

🏖️ Benefits

• Opportunity to work with cutting-edge voice AI technology • Opportunity to work with enterprise customers and customer engineering teams • Occasional travel for launches or onsite work (nice to have)