Support Engineer (Contract)

Accountabilities: 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. Requirements 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. Benefits 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