Retell AI Support Engineer (Contract) at Retell AI responsible for technical onboarding and support of enterprise customers using AI voice agents. Collaborates with engineering, product, and customer success teams to debug and improve product.
Responsibilities
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.
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 with customers
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.
Debug and resolve production issues
Qualification
Bachelor’s degree in Computer ScienceHands-on experience with REST APIsClear communicationComfort working directly with customersPython or TypeScript experienceExperience with LLMsTelephony knowledgeFamiliarity with latency optimizationYou might thrive here if
Required
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.
Preferred
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.
You might thrive here if
You’d rather build with customers than hand them a ticket response.
