Technical Customer Support Specialist

Looking for a a Technical Customer Support Specialist (Independent Contractor). Our client is a Series A AI audio technology startup ($21M funding backed by a16z) building advanced speech synthesis and AI-driven audio solutions for enterprise clients. This Technical Customer Support Specialist (Independent Contractor) role exists to provide deep technical support for their AI audio platform focusing on complex API/integration issues and telephony/AI workflows as the company scales rapidly. The team operates remotely with a preference for US time zones and a startup-paced high-autonomy environment.

Details

• Seniority: Mid-Senior Level
• Location: Brazil (remote)
• Employment: Contract (independent contractor not full-time employee; paid monthly annualized salary divided by 12)
• Core stack: APIs REST Python GCP SQL Twilio SIP Technical Support AI
• Visa/timezone: Primary focus on US time zones (UTC-5 to UTC-10); open to select strong EU candidates. No relocation or visa sponsorship; candidates must be authorized to work as contractors in their location.

Ideal candidate

• Candidates must have 2-3 years of technical customer support experience in SaaS or high-growth tech (B2B/enterprise preferred) with hands-on troubleshooting of REST APIs integrations HTTP authentication and webhooks.
• Must be able to read and debug Python code reason about logs/stack traces and have experience with GCP tools (especially logs) and SQL.
• Strong technical troubleshooting skills are non-negotiable prioritizing technical depth over generic support or customer service backgrounds.
• Experience working as an independent contractor and proven ability to ramp up quickly and work autonomously in ambiguous fast-changing startup environments is essential.
• Must be comfortable working regular US time zone hours and with the contractor structure.
• Culture is high-autonomy fast-paced and startup-driven with rapid change minimal process and a bias toward action.
• The team values technical depth and self-management over traditional customer service polish.

Required

• Supported complex APIs/integrations for B2B SaaS or AI companies
• Direct experience troubleshooting Python code and GCP logs
• Has worked with telephony/communications support (SIP Twilio etc.)
• Experience in startup/high-growth tech with minimal onboarding
• Professional experience supporting AI/LLM-powered products
• Managed own workload as a contractor or in a highly autonomous role