Retell is building the new standard for automating call center communications, including sales, support, customer engagement, and retention calls.

Backed by Altman Capital, Y Combinator, and top investors, we've raised a $4.7M seed round and hit $14M ARR in 15 months.

Check us out on the Top Lean AI Native Companies Leaderboard at leanaileaderboard.com.

As a Senior AI Automation & Customer Success Engineer, you’ll be central to Retell AI’s mission to empower customers with seamless voice AI solutions. You’ll split your time between two critical areas: support automation and customer success. In support automation, you’ll leverage our platform (Pylon) and tech stack (React, Node.js, AWS) to automate repetitive tasks and reduce ticket volume. In customer success, you’ll focus on managing key accounts, unblocking customers, and ensuring their success by addressing their needs proactively. You’ll debug issues, build internal tools, enhance self-serve experiences, and drive customer satisfaction, shaping our support and success strategies to redefine how customers interact with our platform.

Key Responsibilities

• Support Automation:
  • Automate repetitive L1 tickets using Pylon’s AI tools, like Knowledge Base and Runbooks.
  • Build internal tools and self-serve resources to streamline support processes and reduce ticket volume.
  • Debug across full-stack systems (React, Node.js, AWS) and AI workflows to support automation initiatives.
  • Oversee future outsourced support initiatives and workflows to ensure consistency and quality.
• Customer Success:
  • Manage key accounts, serving as the primary point of contact to unblock customers and ensure their success.
  • Proactively address customer challenges, troubleshoot issues, and provide tailored solutions to drive adoption and satisfaction.
  • Translate customer feedback into actionable product and UX improvements.
  • Communicate effectively on customer-facing calls to triage issues, align stakeholders, and build trust.

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

1. Online Assessment (30 min): 2 CoderPad coding questions on practical problem-solving (7 days to complete).
2. Technical Phone Interview (30 min): Live coding on CoderPad, explaining your approach.
3. Customer-Focused Interview (30 min): Virtual discussion on solving a customer scenario.
4. Onsite/Virtual Interviews (2–3 hrs): Hosted in our office if located in the Bay Area or virtual, with three rounds:
   1. Communication: Persuade and align stakeholders.
   2. Architecture Case: Design a production-ready system.
   3. Problem-Solving: Build a full-stack solution under constraints in any basic environment setup like python, java, node.js, etc.

Learn More

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Join Retell AI to shape the future of voice automation, blending technical expertise with customer obsession to deliver world-class support and automation.