Support Engineer (Contract)

At Retell AI, a rapidly growing voice AI company revolutionizing call centers with intelligent AI agents, the Support Engineer role is part of the Technical Success team. The company focuses on creating AI-powered customer experience platforms that automate and improve contact center operations. This position supports enterprise customers remotely, primarily overlapping with Pacific Time hours, and involves close collaboration with engineering, product, and customer success teams as well as client developers and telephony providers.

The Support Engineer leads technical onboarding and scaling of voice AI agents for enterprise clients, helping move projects from pilot to production. Daily tasks include building voice agents, designing integrations with customer systems, troubleshooting live deployments, and resolving complex issues involving telephony, APIs, and large language models. The role requires strong problem-solving skills, clear communication with technical and business stakeholders, and hands-on debugging of distributed systems and network traces.

Candidates should have a technical degree and 2-8 years of experience in roles like technical support or software engineering. Familiarity with REST APIs, webhooks, authentication, and telephony protocols is important, with additional skills in Python, TypeScript, LLMs, and voice AI considered a plus. The position is contract-based and remote, with occasional travel possible. The ideal person enjoys working directly with customers to build solutions and remains composed during live incident resolution.