Technical Support Engineer – Voice AI Agents

We are looking for a Technical Support Engineer to support customers and improve production AI voice agents. This is a hands-on engineering and customer support role. You will communicate directly with customers, troubleshoot issues, ship code to fix bugs and implement changes, and configure voice agents in Retell AI and our in-house voice AI platform. Strong communication skills are critical. You should be able to explain technical issues clearly, respond professionally and promptly, and own issues through resolution. Responsibilities - Troubleshoot production issues across AI voice agents and integrations - Write, test, and ship Node.js / TypeScript code to fix bugs and implement changes - Configure and adjust voice agents in Retell AI and our internal voice AI platform - Respond directly to customers and own technical support issues through resolution - Debug APIs, webhooks, logs, telephony flows, and backend services - Investigate AI agent behavior using transcripts, logs, prompts, and configuration - Test changes end-to-end and validate production behavior - Keep customers clearly informed on issue status, fixes, and next steps Requirements - Excellent written and verbal communication skills with strong customer support instincts - Strong Node.js and TypeScript development experience - Experience shipping production code and debugging live applications - Experience with AI agents, LLM applications, conversational AI, or voice AI - Strong experience with APIs, JSON, webhooks, logs, and integrations - Comfortable independently investigating and resolving technical issues - Comfortable communicating directly with customers Strongly Preferred - Retell AI or other voice AI platform experience - Twilio or telephony experience