Support Engineering Lead

Support Engineering Lead ABOUT RETELL AI Retell AI is using the first principles to reimagine the call center with cutting edge voice AI. Since launching 18 months ago, thousands of companies now utilize Retell’s AI voice agents to handle sales, support, and logistics calls that once required large teams of human agents. Backed by Y Combinator, Alt Capital, and other leading investors, we have scaled to $36M ARR with a team of 20 people, up from $5M at the start of 2025. Our vision for 2026 is to build a modern CX platform where entire contact centers are powered by AI. Instead of basic automation that needs constant human tuning, we’re creating intelligent AI “workers” that can act as frontline agents, QA analysts, and managers — continuously executing, monitoring, and improving customer interactions. We’re growing quickly and looking for ambitious builders who want to tackle hard technical problems, move fast, and have real impact at one of the fastest-growing voice AI startups. Let’s build the future together. - We’re a top 50 AI app in a16z list: https://tinyurl.com/5853dt2x - #4 on Brex's Fast-Growing Software Vendors of 2025: https://www.brex.com/journal/brex-benchmark-december-2025 - We're also one of the top ranking startups on: https://leanaileaderboard.com/ ABOUT THE ROLE As a Support Engineering Lead at Retell, you will own the technical support function for a highly technical, agentic voice AI platform. This is a hands-on leadership role: you will personally debug complex customer issues, build AI agents and automations, and lead a growing team of support engineers. You will operate at the intersection of engineering, customers, and product, ensuring world-class reliability, fast resolution, and scalable support economics as Retell grows. This role is ideal for someone who enjoys solving hard technical problems under pressure, working directly with customers, and building systems and teams from the ground up. KEY RESPONSIBILITIES SUPPORT FUNDAMENTALS - Own end-to-end resolution of complex support tickets for a production, agentic AI platform. - Debug issues across agents, prompts, APIs, webhooks, logs, integrations, and telephony. - Build, configure, and test AI agents to reproduce and resolve customer issues. - Join live customer calls when needed to diagnose problems and restore confidence. - Own core support metrics including CSAT, NPS, SLA, and response times. - Define and improve support unit economics, including automation vs headcount tradeoffs. AUTOMATION & TOOLING - Design and build AI-driven support workflows and automations to reduce manual load. - Develop internal tools and dashboards for the support team with appropriate permissions and access control. - Improve observability, alerting, and debugging workflows to shorten time-to-resolution. - Identify recurring issues and turn them into automations, tooling, or product improvements. TEAM LEADERSHIP & MANAGEMENT - Recruit, interview, onboard, and mentor support engineering team members. - Set quality bars, escalation guidelines, and on-call processes. - Run weekly analysis of feature requests, bug trends, and documentation gaps. - Partner closely with Engineering and Product to influence roadmap and reliability priorities. PRODUCT & FEEDBACK LOOP - Translate customer pain points into clear, actionable feedback for Product and Engineering. - Help shape documentation, best practices, and customer-facing guidance. - Act as a voice of the customer while maintaining technical rigor and operational discipline. YOU MIGHT THRIVE IF - Have 3+ years of experience in technical support, support engineering, solutions engineering, systems engineering, or similar roles. - Have supported a technical, developer-facing product in production. - Have 1+ year of experience at a startup, ideally in a support engineering role. - Are comfortable writing and debugging code (Python & JavaScript) for real use cases. - Have built or config ... (truncated, view full listing at source)