The Customer Success Engineer will be a customer-facing technical expert, responsible for troubleshooting issues, configuring agent behaviors, helping customers improve prompts, and ensuring successful adoption of our administrator console and analytics tools.

Core Responsibilities

• Provide Tier 1–2 technical support for customers using our virtual agent platform, including voice, SMS, and email channels.
• Troubleshoot and resolve issues involving:
• Speech-to-text and transcription (Deepgram / similar)
• LLM-based agent behavior
• TTS/voice synthesis (ElevenLabs)
• Platform configuration, conversation logs, workflows, and analytics
• Diagnose issues related to:
• API calls, service connectivity, message failures, callback errors
• Webhooks, STT/TTS latency, or degraded agent performance
• Assist customers with prompt engineering:
• Prompt design and iteration
• Conversation tuning and handling edge cases
• Guardrail creation and error handling
• Help users adopt the administrator console, including:
• Monitoring live agents
• Reviewing conversation transcripts
• Managing campaigns, numbers, settings, and reporting
• Write clear internal notes and customer-facing documentation for bugs, feature requests, and troubleshooting steps.
• Collaborate with Engineering and Product teams when escalations or platform issues arise.
• Host customer onboarding and training sessions.
• Provide proactive insights on agent performance, optimization opportunities, and best practices.

Required Skills & Experience

3–5+ years in a technical support, customer success engineering, or solutions engineering role.

Excellent verbal and written communication skills — able to simplify complex concepts.

Hands-on experience troubleshooting at least some of:

API events & payloads

JSON / webhook debugging

Logging platforms (CloudWatch, Datadog, etc.)

Working familiarity with:

AWS services

MongoDB or similar document databases

Node.js and JavaScript fundamentals

Experience with LLM prompt engineering, including:

Prompt structure

Style controls, safety, and requirement enforcement

Hallucination reduction and scenario testing

Comfort in fast-paced startup or SaaS environments supporting live production workloads.

Strong analytical and problem-solving skills.

Nice-to-Have

• Experience supporting conversational AI, voice agents, IVR, or contact center software
• Familiarity with Twilio, Vonage, SignalWire, LiveKit, or SIP workflows
• Some scripting or coding ability (JS, Node, Python)
• Experience creating technical documentation, knowledge base articles, or training guides
• Prior direct customer-facing troubleshooting role (screen shares, ticketing systems, Slack/Teams support)

What Success Looks Like in This Role

• Customers feel confident operating and improving their virtual agents
• Issues are resolved quickly with clear communication
• Prompts become more accurate, resilient, and higher-performing
• You reduce escalations by spotting patterns and creating solutions
• You help shape product feedback, documentation, and internal processes

Why This Role Matters

Your work ensures customers don’t just “use” the platform—they succeed with it. You’ll be one of the most visible technical representatives of our company and a direct influence on churn, expansion, and customer satisfaction. As one of the earliest members of the Customer Success Engineering function, you will help shape how our support, onboarding, and customer enablement scales.