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Support Engineer (Contract)

Retell AI· Technical Success
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Remote$6k/mo - $7.5k/moContractPosted 5d ago

About the role

Technical partner for enterprise customers to get voice agents live and operating, debugging production issues and evolving the product with customer engineering teams. Remote role with overlap to Pacific Time.

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: 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: 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 (carrier setup, number routing, call transfers, caller ID), and custom LLM integrations.
  • Use call logs, transcripts, and post-call analysis to find root causes, then write clear post-incident summaries for customers.
  • Escalate to Engineering with reproducible cases and the context needed to fix issues fast.
  • Capture customer feedback and turn it into specific, prioritized product requests.
  • Spot repeated issues and write the docs, templates, and playbooks that stop them from recurring.
  • Work with Product and Engineering to test new features with real customers.

Qualifications

  • Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
  • 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.
  • Strong technical problem-solving skills and comfort debugging distributed systems.
  • Hands-on experience with REST APIs, webhooks, and authentication, and with reading logs and network traces to find root causes.
  • Clear communication: explain a technical issue to a developer and to a business stakeholder, in writing and live.
  • Comfort working directly with customers, including during live launches and incidents.
  • Availability for meaningful overlap with Pacific Time working hours.

Skills

Required:Bachelor’s degree (CS/CE/EE)Technical onboardingREST APIs, webhooks, authenticationReading logs and network tracesCommunication
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Retell AI

Supercharge your Call Operations with Voice AI Agents

Build, test, deploy, and monitor production-ready AI voice agents at scale with ease, boosting efficiency and performance across your operations.

AI Call CenterAI Voice Agent PlatformCustomer SupportMultilingual SupportPhone Call AutomationScalable AI SolutionsSpeech Recognitionai-agents-and-applications
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