Responsibilities
- Serve as the first point of contact for developer inquiries across support channels (tickets, community, Slack, email)
- Triage and prioritize inbound issues, ensuring clear ownership and timely responses
- Reproduce and validate issues where possible, collecting logs, SDK versions, and environment details
- Provide initial troubleshooting or workarounds to unblock customers quickly
- Escalate more complex issues to internal teams with crisp summaries and context
- Document learnings and contribute to internal and external knowledge bases
- Identify trends or recurring issues and collaborate with the team to improve documentation, tooling, and product experience
Requirements
- Required minimum of Bachelors degree in STEM (Computer Science preferred)
- 4+ years of experience in developer support, or a customer-facing engineering role
- Strong problem-solving skills with a methodical approach to debugging
- Experience with APIs, SDKs, and networking basics (HTTP, WebRTC, WebSocket, SIP)
- Clear track record of written and verbal communication (someone who can explain technical details concisely)
- Experience using tools like Postman, curl, Wireshark, and browser dev tools
- Curious and empathetic, always keeping the developer’s perspective in mind
Nice to Have
- Experience with real-time infrastructure frameworks and protocols such as WebRTC, SIP, or cloud communications APIs
- Familiarity with AI and agent platforms, including voice AI systems or frameworks that combine speech, reasoning, and real-time interaction
- Experience using ticketing or issue-tracking tools like Linear, Jira, or Zendesk
- Basic scripting or automation experience for improving internal workflows or triage efficiency
Benefits
- The opportunity to shape the brand of a fast-growing developer platform
- Collaboration with a small, senior team that deeply values craft and creativity
- Competitive salary and equity package
- Health, dental, and vision benefits
- Flexible vacation policy
