Retell AI · 14 hours ago
Support Engineering Lead
San Francisco Bay Area
Full-time
Onsite
Mid, Senior Level
$170K/yr - $230K/yr
3+ years expRetell AI is a rapidly growing company focused on revolutionizing call centers through advanced voice AI technology. The Support Engineering Lead will be responsible for overseeing the technical support function, debugging complex customer issues, and leading a team of support engineers to ensure high reliability and scalable support as the company expands.
Artificial Intelligence (AI)AudioCall CenterGenerative AITelecommunications
Responsibilities
Own end-to-end resolution of complex support tickets for a production, agentic AI platform
Debug issues across agents, prompts, APIs, webhooks, logs, integrations, and telephony
Build, configure, and test AI agents to reproduce and resolve customer issues
Join live customer calls when needed to diagnose problems and restore confidence
Own core support metrics including CSAT, NPS, SLA, and response times
Define and improve support unit economics, including automation vs headcount tradeoffs
Design and build AI-driven support workflows and automations to reduce manual load
Develop internal tools and dashboards for the support team with appropriate permissions and access control
Improve observability, alerting, and debugging workflows to shorten time-to-resolution
Identify recurring issues and turn them into automations, tooling, or product improvements
Recruit, interview, onboard, and mentor support engineering team members
Set quality bars, escalation guidelines, and on-call processes
Run weekly analysis of feature requests, bug trends, and documentation gaps
Partner closely with Engineering and Product to influence roadmap and reliability priorities
Translate customer pain points into clear, actionable feedback for Product and Engineering
Help shape documentation, best practices, and customer-facing guidance
Act as a voice of the customer while maintaining technical rigor and operational discipline
Qualification
Required
3+ years of experience in technical support, support engineering, solutions engineering, systems engineering, or similar roles
Supported a technical, developer-facing product in production
1+ year of experience at a startup, ideally in a support engineering role
Comfortable writing and debugging code (Python, JavaScript, or similar) for real use cases
Built or configured AI agents, workflows, or LLM-powered systems
Highly detail-oriented and calm under pressure when incidents occur
Think analytically about metrics, root causes, and system-level improvements
Communicate clearly with both technical and non-technical stakeholders
Benefits
100% coverage for medical, dental, and vision insurance
$70/day DoorDash credit for unlimited breakfast, lunch, dinner, and snacks
$200/month wellness reimbursement (gym, fitness classes, etc.)
$300/month commuter reimbursement (gas, Caltrain, etc.)
$75/month phone bill reimbursement
$50/month internet reimbursement
Company
Retell AI
Retell AI is the AI voice platform that helps corporate call centers automate calls indistinguishable from human.
11-50 employees
H1B Sponsorship
Retell AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (3)
Funding
Current Stage
Early StageTotal Funding
$4.68MKey Investors
Alt CapitalY Combinator
2024-04-03Seed· $4.55M
2023-11-01Pre Seed· $0.12M
Leadership Team
Evie Wang
Co-Founder
Recent News
2025-12-17
Company data provided by crunchbase