Support Engineer (Contract) in India at Jobgether

• Lead technical onboarding for enterprise customers, including kickoff meetings, architecture reviews, implementation planning, production launches, and deployment ramp-up.

• Help customers transition voice agent solutions from pilot projects to production environments by advising on concurrency, load readiness, rollout strategies, and scalability.

• Build and configure voice agents in collaboration with customers, including prompts, conversation flows, knowledge bases, voice and language settings, and call-transfer behavior.

• Design and implement integrations with customer systems, including CRMs, scheduling platforms, ticketing solutions, and internal APIs, using custom functions, webhooks, APIs, and SDKs.

• Advise customers on conversational design and deployment strategies for use cases such as inbound support, outbound campaigns, appointment booking, and lead qualification.

• Work directly within customer codebases when necessary to troubleshoot issues, validate integrations, and support successful implementations.

• Diagnose production problems involving call quality, latency, interruptions, turn-taking, transcription accuracy, hallucinations, tool-call failures, and unexpected AI agent behavior.

• Troubleshoot REST APIs, webhooks, authentication, SIP trunking, carrier configurations, phone-number routing, caller ID, call transfers, and custom LLM integrations.

• Analyze call logs, transcripts, network traces, and post-call reports to identify root causes and provide clear incident summaries and recommendations to customers.

• Escalate complex issues to Engineering with reproducible cases, relevant technical context, and actionable diagnostic information.

• Gather customer feedback, identify recurring challenges, and translate findings into prioritized product requests, documentation, reusable templates, and operational playbooks.

• Collaborate with Product and Engineering teams to test new features, validate solutions with customers, and improve the reliability and usability of the platform.

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.

• Between 2 and 8 years of professional experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a comparable technical role.

• Strong technical troubleshooting and problem-solving skills, including experience diagnosing issues in distributed systems and complex production environments.

• Hands-on experience with REST APIs, webhooks, authentication mechanisms, and the interpretation of logs and network traces to identify root causes.

• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to developers, IT teams, and nontechnical business stakeholders.

• Confidence working directly with customers during technical implementations, production launches, and incident resolution.

• Availability for meaningful overlap with Pacific Time working hours.

• A proactive, ownership-oriented approach to problem-solving, with the ability to remain calm under pressure and navigate ambiguous or rapidly changing situations.

• Strong cross-functional collaboration skills and a willingness to work closely with Engineering, Product, and Customer Success teams.

Nice to have:

• Programming experience with Python or TypeScript.

• Familiarity with large language models, prompt engineering, voice AI, or conversational AI platforms.

• Knowledge of telephony technologies, including SIP, VoIP, PSTN, and providers such as Twilio or Telnyx.

• Experience with latency optimization, speech-to-text (STT), text-to-speech (TTS), or real-time communication systems such as WebSockets.

• Experience in startups or with enterprise customers, including security reviews and compliance requirements such as SOC 2 and HIPAA.

• Willingness to travel occasionally for customer launches or onsite engagements.

• Competitive compensation: US$6,000–US$7,500 per month, depending on experience.

• Fully remote work: Work remotely from Brazil.

• Full-time contract engagement: A full-time independent contractor arrangement under a 1099-style contract.

• Technical ownership: Work directly with enterprise customers to build, launch, and improve AI-powered voice solutions.

• Cross-functional collaboration: Partner with Engineering, Product, and Customer Success teams on real-world technical challenges.

• Product impact: Turn customer insights and recurring technical issues into improvements that strengthen the platform and customer experience.

• Exposure to emerging technology: Gain hands-on experience with conversational AI, LLM integrations, voice infrastructure, and distributed systems.

• Flexible location: Work remotely while maintaining th