Technical Customer Support Specialist — USA / Remote

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Remote (US-based) | New York, San francisco, Chicago, Denver
$50,000 – $85,000 USD

Independent Contractor | Mid-Level | Full-time Contract

About the Role

Our client is building a next-generation AI audio platform, operating in a fast-moving startup environment where reliability, speed, and technical depth matter. They're looking for a highly technical Technical Customer Support Specialist who can independently troubleshoot complex issues across APIs, integrations, and audio/telephony systems.

This is not a traditional support role. You'll work close to the product, debug real production issues, and act as a critical bridge between customers and engineering. The ideal candidate is comfortable operating with ambiguity, minimal handholding, and constant change.

Please note: This is an independent contractor role (no benefits).

What You'll Do
  • Troubleshoot complex issues across REST APIs, integrations, and telephony systems
  • Debug HTTP requests/responses, auth flows, webhooks, and integration pipelines
  • Investigate browser and network-level issues using logs and developer tools
  • Use GCP tools (especially GCP Logs) to trace, analyze, and resolve production issues
  • Query data using SQL to validate behavior and isolate root causes
  • Read and reason about code (primarily Python) to support debugging efforts
  • Translate technical findings into clear, actionable explanations for customers and internal teams
  • Proactively identify patterns, product gaps, and documentation improvements

Technical Profile

APIs & Integrations
  • Strong experience troubleshooting REST APIs, HTTP flows, auth, and webhooks
  • Comfortable debugging client-side and network issues
Code & Data
  • Able to read and troubleshoot Python code
  • Exposure to JavaScript / Node.js / React is a plus
  • Solid working knowledge of SQL for investigations
Cloud & Infrastructure
  • Hands-on experience with Google Cloud Platform, especially logs and debugging tools
AI & Audio
  • Strong interest in AI concepts, including LLM behavior and failure modes
  • Understanding of how AI models are used in production workflows
  • Interest or experience in audio technology, telephony, or media processing
  • Bonus: experience with AI audio tools (e.g., voice synthesis platforms)
What We're Looking For
  • 2–3 years in technical customer support within SaaS or high-growth tech (B2B / enterprise preferred)
  • Strong technical troubleshooting mindset (depth over ticket volume)
  • Proven ability to ramp quickly with minimal onboarding
  • Comfortable operating in ambiguity and fast-changing environments
  • Highly autonomous, proactive, and accountable
How You Work
  • You manage your own priorities and learning
  • You adapt quickly when systems change or break
  • You raise issues early and collaborate closely with product and engineering
  • You communicate clearly, especially in writing
  • You care deeply about quality, clarity, and follow-through
Why This Role?
  • Work on real production systems at the intersection of AI, audio, and APIs
  • High ownership and direct impact on customer experience
  • Exposure to cutting-edge AI and audio workflows
  • Fully remote, contractor flexibility
  • Competitive compensation aligned with technical depth

Apply now if you enjoy deep technical problem-solving, autonomy, and working close to the product in a startup environment...

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