Technical Customer Support Specialist

Responsibilities

• Own enterprise support end-to-end — diagnose complex issues quickly, communicate clearly, and follow through until resolved
• Provide high-quality technical support in English
• Become a deep expert in ElevenAgents and how our customers use it to orchestrate LLMs, telephony, and other AI integrations
• Identify patterns across support tickets and surface product gaps to engineering and product teams
• Build and maintain documentation that actually helps — clear, accurate, and kept up to date
• Act as a trusted technical partner for enterprise customers throughout their journey with ElevenLabs

Requirements

• 2–3 years in technical customer support at a SaaS or high-growth tech company, with B2B or enterprise experience
• Familiarity with LLMs, AI agents, and/or telephony systems (e.g. Twilio, SIP, WebSockets) — either through support work or building things yourself
• Solid understanding of APIs and how developers integrate them; comfortable reading and troubleshooting code, especially Python or JavaScript
• A genuine interest in implementing and experimenting with AI solutions — not just supporting them from the outside
• Experience working autonomously in a fast-moving, international, remote team

Nice-to-Haves

• Passionate about AI and the problems it can solve — you follow the space closely and have opinions about it
• Analytically sharp with a first-principles approach to debugging and problem-solving
• A strong communicator who can translate technical complexity into clear, actionable responses
• Self-directed: you don't wait to be told what to do, and you hold yourself to a high standard
• Energised by a startup environment where things move fast and you can have real impact