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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical onboarding and customer engagement, with a strong focus on debugging distributed systems and integrating voice AI solutions. Proficient in managing customer relationships and providing technical support during live deployments and incidents.
Highest-signal resume keywords
Technical Support EngineeringREST APIsDebugging Distributed SystemsVoice AICustomer Communication
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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, including prompts, conversation flows, knowledge bases, voice and language settings, and call transfer
- Design integrations with CRMs, scheduling tools, ticketing systems, and internal APIs using custom functions, webhooks, the Retell API, and SDKs
- Advise on conversation design and deployment strategy for inbound support, outbound campaigns, appointment booking, and qualification
- Work directly in customer codebases when needed
- Troubleshoot live deployments involving call quality, latency, interruptions, turn-taking, transcription errors, hallucinations, tool-call failures, and unexpected agent behavior
- Debug APIs, webhooks, authentication, SIP trunking, 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 and write post-incident summaries for customers
- Escalate reproducible cases to Engineering with the context needed for fast fixes
- Capture customer feedback and turn it into prioritized product requests
- Write documentation, templates, and playbooks to prevent recurring issues
- Work with Product and Engineering to test new features with real customers
Requirements
What you’ll need- 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
- Experience reading logs and network traces to find root causes
- Clear written and live communication with developers and business stakeholders
- Comfort working directly with customers during live launches and incidents
- Availability for meaningful overlap with Pacific Time working hours
- Python or TypeScript experience is nice to have
- Experience with LLMs, prompt engineering, voice AI, or conversational AI platforms is nice to have
- Telephony knowledge including SIP, VoIP, PSTN, Twilio, or Telnyx is nice to have
- Familiarity with latency optimization, speech-to-text, text-to-speech, or real-time WebSocket systems is nice to have
- Startup experience and enterprise customer experience, including security reviews and compliance questions such as SOC 2 and HIPAA, is nice to have
Benefits
Comp & perks- Opportunity to work with cutting-edge voice AI technology
- Opportunity to work with enterprise customers and customer engineering teams
- Occasional travel for launches or onsite work (nice to have)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
PythonTypeScriptWebhooksSIP TrunkingTelephonyLatency OptimizationSpeech-To-TextText-To-SpeechConversation DesignLog Analysis
Soft Skills
Problem-SolvingClear CommunicationCustomer Relationship ManagementCollaborationDocumentation Writing
Tools & Technologies
Retell APICRMsTicketing SystemsScheduling ToolsCustom FunctionsWebSocket Systems
Industry Keywords
Enterprise AccountsCustomer SuccessSecurity ReviewsCompliance QuestionsSOC 2HIPAA