As a Product Support Engineer at Cartesia, you will be the frontline technical expert helping customers succeed with our cutting-edge AI platform. You'll troubleshoot complex issues, collaborate with engineering teams, and shape the support experience for a fast-growing startup.

About Cartesia

Our mission is to architect AI that learns from and interacts with the world like humans do. We're pioneering the model architectures that will make this possible. Our founding team met as PhDs at the Stanford AI Lab, where we invented State Space Models (SSMs), a new primitive for training efficient, large-scale foundation models. Our team combines deep expertise in model innovation and systems engineering paired with a design-minded product engineering team to build and ship cutting edge models and experiences. We're funded by leading investors at Index Ventures and Lightspeed Venture Partners, along with Factory, Conviction, A Star, General Catalyst, SV Angel, Databricks and others.

Role Overview

We’re looking for a Product Support Engineer based in India to help our customers succeed with our platform by solving complex, technical issues and providing world-class support. You’ll work directly with customers, partner closely with engineering and product teams at a cutting-edge AI company, and help shape the processes and tools that define our post-sales support. This is a hands-on role where your feedback will influence the roadmap, improve product reliability, and set the standard for how our customers experience Cartesia. You will be based in our Bangalore office, collaborating with the global engineering and customer success teams.

Key Responsibilities

• Serve as the primary point of contact for support inbound from numerous sources like Slack, Pylon, WhatsApp, and other messaging platforms.
• Deliver white-glove support for our customers, diagnosing and resolving complex issues quickly and efficiently.
• Collaborate cross-functionally with product, engineering, and customer teams to become a trusted technical partner.
• Reproduce customer issues, perform first-pass triage, write clear bug reports, and help prioritize fixes to unblock users quickly.
• Troubleshoot across the stack: API errors, model behavior, latency/reliability issues, and partner integrations.
• Be a customer champion: give feedback on features, spot edge cases, and influence roadmap and quality standards.
• Document solutions and patterns in runbooks and contribute to customer-facing documentation and best practices.
• Proactively identify recurring and high-friction issues before they escalate, and build the solution.
• Ship tooling and automations that close operational gaps and streamline how the team resolves issues.

Tech Stack

• APIs (REST, WebSockets)
• SDKs (Python, JavaScript/TypeScript)
• AI/ML models (State Space Models, large language models)
• Messaging platforms (Slack, Pylon, WhatsApp)
• Debugging tools and runbooks
• Automation scripts (Python, Node.js)
• Cloud infrastructure (likely AWS/GCP)
• Version control (Git)
• Incident management tools (PagerDuty, etc.)

2–8 years in technical support or similar role; strong troubleshooting with APIs and SDKs; familiarity with AI tooling; a builder mentality; excellent communication; scripting experience in Python/JavaScript preferred.

Competitive salary, equity, health insurance (US employees), flexible PTO, commuter allowance, meals and snacks, and a supportive remote-first culture.