Support Engineer
$5.3k/mo
Mid, Senior
Bachelor's
Remote in Poland+10 moreMore locations: Remote in India | Remote in South Africa | Remote in Ukraine | Remote in Philippines | Remote in Mexico | Remote in Serbia | Remote in Argentina | Remote in Romania | Remote in Brazil | San Francisco, CA, USA
RemoteRemote role; meaningful overlap with Pacific Time hours is required.
Solution EngineeringImplementation & Technical Account Management
About the job
Requirements
- A bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field is required.
- 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 is required.
- Strong technical problem-solving skills and comfort debugging distributed systems are required.
- Hands-on experience with REST APIs, webhooks, authentication, and reading logs and network traces to find root causes is required.
- Ability to explain technical issues clearly to developers and business stakeholders, in writing and live, is required.
- Comfort working directly with customers, including during live launches and incidents, is required.
- Availability for meaningful overlap with Pacific Time working hours is required.
Responsibilities
- 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 voice agents with customers in Retell, including 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.
- Troubleshoot live deployments, including call quality, latency, interruptions and turn-taking, transcription errors, hallucinations, tool-call failures, and unexpected agent behavior.
- Debug APIs, webhooks, authentication, SIP trunking and telephony, including carrier setup, number routing, call transfers, and caller ID, as well as custom LLM integrations.
- Use call logs, transcripts, and post-call analysis to find root causes, then write clear post-incident summaries for customers.
- Escalate reproducible cases and relevant context to Engineering to help resolve issues quickly.
- Capture customer feedback and turn it into specific, prioritized product requests.
- Identify recurring issues and write documentation, templates, and playbooks to prevent recurrence.
- Work with Product and Engineering to test new features with real customers.
Desired Qualifications
- Python or TypeScript experience.
- Experience with LLMs, prompt engineering, voice AI, or conversational AI platforms.
- Knowledge of telephony, including SIP, VoIP, PSTN, and providers such as 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 such as SOC 2 and HIPAA.
- Willingness to travel occasionally for launches or onsite work.
About the company
Retell AI builds AI voice agents that answer and make phone calls for businesses, covering support, scheduling, sales, and payment calls once handled by human agents. Its agents take calls for companies such as CVS Health, Lenovo, Grab, and the San Antonio Spurs, in fields from healthcare to insurance and finance. Businesses build an agent in a drag-and-drop editor or with code, pick the AI model and voice behind it, connect it to phone lines and tools such as calendars, and test it on simulated calls before going live. Customers pay for each minute their agents spend on the phone. Retell AI was founded in 2023, went through the Y Combinator startup program, and is based in Redwood City, California.
Company Size
51-200
Company Stage
Seed
Total Funding
$4.7M
Headquarters
Redwood City, California
Founded
2023
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Simplify's Take
What believers are saying
- Sales doubled in ten months: Retell says its yearly revenue pace hit $80 million by September 2026, from $40 million.
- Room to grow: Retell listed 27 open roles in October 2026, paying senior engineers $200,000 to $300,000 plus equity.
- Jobs don't hinge on fundraising: Retell says it was profitable by November 2025 after one $4.6 million seed round.
What critics are saying
- A better-funded rival is scaling: customer-service AI firm Parloa raised $350 million in January 2026 and aims for 600 staff.
- One voice supplier competes with it: ElevenLabs' agents handled 15 million conversations a week by September 2026, triple February's pace.
- Expect a heavy, in-person load: about 50 employees serve thousands of business customers, mostly from a Redwood City office.
What makes Retell AI unique
- Its call data doubles as a yardstick: Retell's August 2026 test ranked 27 AI models on real contact-center calls.
- Five co-founders run it together: four came from TikTok's parent ByteDance, Google or Meta.
- Its call volume is large for a startup: its agents handled over 55 million calls a month by June 2026.
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Benefits
- Health Insurance
- Wellness Program
- Phone/Internet Stipend
- Remote Work Options
- Hybrid Work Options