Technical Customer Support Specialist

About The Opportunity

We are seeking a highly technical Technical Customer Support Specialist to support our AI-driven audio platform. This is not a traditional support role, it requires strong API troubleshooting skills, deep technical reasoning, and the ability to debug issues across integrations, telephony systems, and AI-powered audio workflows.

You will operate in a fast-paced, ambiguous, high-growth startup environment with minimal onboarding, rapidly learning new features, tools, and systems. You will work closely with engineering, product, and enterprise customers, translating technical findings into clear explanations and actionable next steps.

This role is ideal for someone who thrives in technical complexity, loves solving real customer problems, and has a strong interest in AI, audio technologies, and modern integrations.

What You Will Do

• Troubleshoot complex issues across APIs, REST integrations, webhooks, auth flows, HTTP requests/responses, and client-side/browser network errors.
• Diagnose and resolve telephony-related problems using AI integrations, SIP, Twilio, and related tools/platforms.
• Investigate and debug issues using GCP tools (especially GCP Logs) and SQL queries.
• Read and reason about code (primarily Python, with exposure to JavaScript/Node.js/React).
• Analyze logs, stack traces, and error messages to identify root causes.
• Support AI model workflows, including LLM-based processing and audio generation pipelines.
• Work directly with customers to communicate findings clearly and effectively.
• Collaborate with engineering and product teams to escalate, validate, and reproduce issues.
• Operate independently, manage your workload, and adapt quickly to new systems and rapid product changes.
• Contribute feedback to improve internal tools, support processes, and product reliability.
  
  

Required Skills

APIs & Integrations

• Troubleshooting REST APIs
• Understanding HTTP requests/responses
• OAuth/auth flows
• Webhooks & integration flows
• Debugging browser and network client-side errors
  
  

Cloud & Data

• GCP tools (especially GCP Logs)
• SQL for querying, validation, and debugging
  
  

Code & Debugging

• Ability to read and troubleshoot code (Python)
• Familiarity with JavaScript / Node.js / React
• Comfort analyzing logs, stack traces, error messages
  
  

AI & Audio

• Understanding of LLM concepts
• Familiarity with AI workflows in production environments
• Interest in audio technologies / media processing
• Experience with ElevenLabs or similar AI audio tools (bonus)
  
  

Soft Skills

• Fast learner with strong adaptability
• Clear communication (written and verbal)
• Proactive and detail-oriented
• Collaborative, accountable, and able to work independently
• Strong problem-solving mindset
• Ability to manage autonomous workloads in ambiguous environments
  
  

Requirements

• 2–3 years in technical customer support (SaaS / high-growth tech; B2B/Enterprise preferred).
• Proven technical troubleshooting background across APIs, integrations, and cloud logs.
• Experience troubleshooting telephony-related issues (SIP, Twilio, AI-based voice integrations).
• Ability to ramp quickly with minimal onboarding.
• Comfort operating in ambiguity and fast-changing startup environments.
• Strong interest in AI and audio technologies.
  
  

What Success Looks Like

• Fast and accurate troubleshooting of complex integration and API issues.
• Clear, structured communication with customers and internal teams.
• Independent ownership of workload, priorities, and personal learning.
• Strong collaboration with engineering and product teams.
• Deep understanding of the platform and ability to advocate for improvements.
• Consistently detailed, reliable, and proactive problem-solving.
  
  

Skills: troubleshooting,customer,debugging