Mindroiu Serban-Alexandru PFA
Technical Customer Support Specialist
Mindroiu Serban-Alexandru PFA, San Francisco, California, United States, 94199
About the Role
We are looking for a highly technical Technical Customer Support Specialist who can independently troubleshoot complex issues across APIs, integrations, and our AI‑powered audio platform. This role sits at the intersection of customers, product, and engineering and requires strong technical reasoning, autonomy, and comfort operating in a fast‑moving startup environment.
What You Will Do
Provide hands‑on technical support for an AI audio platform used in production environments
Troubleshoot complex issues related to:
REST APIs, HTTP requests/responses, authentication, webhooks, and integration flows
Telephony and AI integrations (e.g. SIP, Twilio, or similar platforms)
Client‑side, browser, and network‑level issues
Investigate logs, stack traces, and error messages to identify root causes
Use GCP tools (especially GCP Logs) and SQL to query, validate, and analyze system behavior
Read and reason about application code to support debugging efforts (primarily Python; JS/Node.js/React a plus)
Translate technical findings into clear, concise explanations for customers and internal stakeholders
Identify recurring issues, surface product gaps, and proactively improve documentation and internal knowledge bases
Collaborate closely with Product and Engineering teams in a distributed, international environment
Core Profile
2–3 years of experience in technical customer support within SaaS or high‑growth tech environments
Strong technical troubleshooting background with a clear bias toward technical depth
Proven ability to ramp quickly with minimal onboarding
Comfortable operating in ambiguity with limited process or documentation
Thrives in fast‑paced startup environments where priorities and systems evolve rapidly
Technical Skills APIs & Integrations
Confident troubleshooting REST APIs
Deep understanding of HTTP requests/responses
Experience with authentication mechanisms, webhooks, and integration flows
Debugging & Systems
Comfortable debugging browser, network, and client‑side issues
Strong ability to reason through logs, stack traces, and error messages
Experience reading and troubleshooting code
Python required
JavaScript / Node.js / React exposure is a strong plus
Cloud & Data
Hands‑on experience with Google Cloud Platform, especially GCP Logs
Working knowledge of SQL for querying, investigating, and validating data
AI & Audio
Strong interest in AI technologies
Familiarity with LLM concepts, including:
Prompting
Hallucinations
Common failure modes
Basic understanding of how AI models are used in production workflows
Interest or experience in audio technology or media processing is a plus
Bonus: prior experience with AI audio tools (e.g. ElevenLabs or similar platforms)
Ways of Working
Highly autonomous: manages workload, priorities, and learning independently
Fast learner: quickly absorbs new tools, systems, and features with limited context
Adaptable: comfortable when features ship or break without advance notice
Proactive: spots patterns, escalates product issues, and improves processes and documentation
Soft Skills
Clear and concise communicator, especially in writing
Detail‑oriented in analysis, documentation, and customer‑facing communication
Collaborative and effective working with Product and Engineering teams
Driven and accountable, with strong ownership from issue discovery through resolution
Skills: customer, customer support, troubleshooting
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What You Will Do
Provide hands‑on technical support for an AI audio platform used in production environments
Troubleshoot complex issues related to:
REST APIs, HTTP requests/responses, authentication, webhooks, and integration flows
Telephony and AI integrations (e.g. SIP, Twilio, or similar platforms)
Client‑side, browser, and network‑level issues
Investigate logs, stack traces, and error messages to identify root causes
Use GCP tools (especially GCP Logs) and SQL to query, validate, and analyze system behavior
Read and reason about application code to support debugging efforts (primarily Python; JS/Node.js/React a plus)
Translate technical findings into clear, concise explanations for customers and internal stakeholders
Identify recurring issues, surface product gaps, and proactively improve documentation and internal knowledge bases
Collaborate closely with Product and Engineering teams in a distributed, international environment
Core Profile
2–3 years of experience in technical customer support within SaaS or high‑growth tech environments
Strong technical troubleshooting background with a clear bias toward technical depth
Proven ability to ramp quickly with minimal onboarding
Comfortable operating in ambiguity with limited process or documentation
Thrives in fast‑paced startup environments where priorities and systems evolve rapidly
Technical Skills APIs & Integrations
Confident troubleshooting REST APIs
Deep understanding of HTTP requests/responses
Experience with authentication mechanisms, webhooks, and integration flows
Debugging & Systems
Comfortable debugging browser, network, and client‑side issues
Strong ability to reason through logs, stack traces, and error messages
Experience reading and troubleshooting code
Python required
JavaScript / Node.js / React exposure is a strong plus
Cloud & Data
Hands‑on experience with Google Cloud Platform, especially GCP Logs
Working knowledge of SQL for querying, investigating, and validating data
AI & Audio
Strong interest in AI technologies
Familiarity with LLM concepts, including:
Prompting
Hallucinations
Common failure modes
Basic understanding of how AI models are used in production workflows
Interest or experience in audio technology or media processing is a plus
Bonus: prior experience with AI audio tools (e.g. ElevenLabs or similar platforms)
Ways of Working
Highly autonomous: manages workload, priorities, and learning independently
Fast learner: quickly absorbs new tools, systems, and features with limited context
Adaptable: comfortable when features ship or break without advance notice
Proactive: spots patterns, escalates product issues, and improves processes and documentation
Soft Skills
Clear and concise communicator, especially in writing
Detail‑oriented in analysis, documentation, and customer‑facing communication
Collaborative and effective working with Product and Engineering teams
Driven and accountable, with strong ownership from issue discovery through resolution
Skills: customer, customer support, troubleshooting
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