About Retell AI
At Retell AI, we're not just automating calls—we’re transforming how the world communicates. Our AI voice agents are reshaping sales, support, and customer engagement for leading brands. Backed by Alt Capital, Y Combinator, and top-tier investors, we've raised $4.7M in seed funding and hit $14M ARR with just 12 people. We’re one of the fastest-growing Voice AI startups and we're on a mission to become the standard for voice automation at scale. We're also one of the top-ranking startups at https://leanaileaderboard.com/.
About the Role
As a Senior AI Automation & Support Engineer, you’ll be at the heart of Retell AI’s mission to empower customers with seamless voice AI solutions. You’ll handle all daily support tickets, taking ownership of most L2 tickets and collaborating with product engineers on complex L3 tickets. With your remaining time, you’ll focus on automating repetitive tasks to reduce ticket volume, leveraging our support platform (Pylon) and tech stack (React, Node.js, AWS). You’ll debug issues, build internal tools, and enhance self-serve experiences, shaping our support strategy and redefining how customers interact with our platform.
Key Responsibilities
Automate repetitive L1 tickets using Pylon’s AI tools, like Knowledge Base and Runbooks.
Resolve daily L2 support tickets (e.g., billing, agent debugging) and partner with engineers on L3 issues (e.g. bugs).
Debug across full-stack systems (React, Node.js, AWS) and AI workflows.
Build internal tools and self-serve resources to streamline support and reduce ticket volume.
Translate customer feedback into actionable product and UX improvements.
Oversee future outsourced support initiatives and workflows.
You Might Thrive If You
Have 2+ years in technical support or software engineering, ideally in SaaS or AI environments.
Are proficient in React, Node.js, AWS, and scripting (Python, JS); bonus for workflow tools like Zapier.
Excel at prioritizing tasks and communicating clearly in fast-paced, high-pressure settings.
Bring empathy and patience, turning customer challenges into positive, documented solutions.
Communicate effectively on customer-facing calls to triage issues and align stakeholders.
Job Details
Job Type: Full-time, 70 hr/week (50 hr/week onsite with flexible hours + 20 hr/week work from home)
Cash: 180k - 215k
Equity: 0.15% - 0.25%
Location: Redwood City, CA, US
US Visas: Sponsors Visa & Green Card
Other Benefits
100% medical, dental, vision insurance coverage
Unlimited breakfast, lunch, dinner, and snacks
Gym and daily commute fee reimbursement
Internet and phone bills covered
Compensation Philosophy
Best Offer Upfront: Choose from three cash-equity balance options; no negotiation needed.
Top 1% Talent: Above-market pay (top 5 percentile) to attract exceptional builders.
High Ownership: Small teams, >$1M revenue/employee, and significant equity.
Performance-Based: Offers tied to interview performance, not experience or past salaries.
Interview Process
Online Assessment (30 min): One HackerRank coding questions on practical problem-solving (7 days to complete).
Technical Phone Interview (30 min): Live coding on CoderPad, explaining your approach.
Customer-Focused Interview (30 min): Virtual discussion on solving a customer scenario.
Onsite/Virtual Interviews (2–3 hrs): Hosted in our office if located in the Bay Area or virtual, with three rounds:
Communication: Persuade and align stakeholders.
Architecture Case: Design a production-ready system.
Problem-Solving: Build a full-stack solution under constraints in any basic environment setup like python, java, node.js, etc.
Learn More
Retell AI - API That Turns Your LLM Into A Human-Like Voice Agent
Retell AI Basics: Everything You Need to Start Building Voice Agents
Join Retell AI to shape the future of voice automation, blending technical expertise with customer obsession to deliver world-class support and automation.
