Technical Support Specialist

About the role

Join Soniox as a Technical Support Specialist, delivering best‑in‑class support for our real‑time conversational reasoning platform. You will work directly with customers ranging from fast‑moving startups to global enterprises, helping them integrate, troubleshoot, and maximise value from our speech and language AI services.

Key responsibilities

• Serve as the frontline technical expert, responding to support tickets, Discord messages, and high‑touch requests.
• Troubleshoot and resolve complex issues across our API, streaming infrastructure, SDKs, and real‑time speech/translation platform.
• Collaborate with Engineering and Product to identify root causes, suggest fixes, and advocate for improvements that enhance the customer experience.
• Build internal systems and processes that improve operational efficiency, response times, and feedback loops.
• Develop AI‑powered tools such as auto‑triage and conversational diagnostics using Soniox technology.
• Share learnings from customer interactions to improve onboarding, documentation, developer tools, and product design.
• Participate in on‑call rotations to ensure high availability of support across time zones, including occasional weekend/holiday coverage.

Required profile

• 5+ years of experience in technical support, solutions engineering, or developer success at high‑growth startups or technical SaaS companies.
• Excellent communicator and problem‑solver who thrives at the intersection of product, engineering, and customer experience.
• Strong technical intuition with the ability to quickly understand APIs, SDKs, networking flows, and AI infrastructure.
• Obsessed with root‑cause analysis, clear bug reporting, and scalable solutions to recurring problems.
• Highly organized, able to juggle multiple issues simultaneously without dropping the ball.
• Bias toward action, team‑oriented, and motivated to shape the future of AI support.

Required skills

• API integration and troubleshooting
• SDK usage and debugging
• Streaming infrastructure knowledge
• Real‑time speech and translation platform expertise
• Understanding of AI infrastructure concepts