{"id":2961321,"url":"https://alion.io/job/retell-ai-support-engineer-contract","title":"Support Engineer (Contract)","company":{"id":4592,"name":"Retell AI","domain":"retellai.com","url":"https://alion.io/company/retell-ai","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":83,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["IN","AR","BR","MX","PH","PL","RO","RS","ZA","UA"],"hiring_countries_total":10,"salary":{"min":6000,"max":7500,"currency":"USD","period":"month","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"LLM","optional":false},{"name":"Rest API","optional":false},{"name":"Voice Agents","optional":false},{"name":"HIPAA","optional":true},{"name":"Prompt Engineering","optional":true},{"name":"Python","optional":true},{"name":"SOC 2","optional":true},{"name":"Text-to-Speech","optional":true},{"name":"Twilio","optional":true},{"name":"TypeScript","optional":true},{"name":"WebSockets","optional":true}],"status":"live","first_seen_at":"2026-10-20T20:50:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-25T16:10:16Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"ABOUT RETELL AI\nRetell AI is using first-principles thinking to reimagine the call center with cutting-edge voice AI. Thousands of companies now use 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've scaled to $80M in ARR with a team of 50, up from $5M at the start of 2025, and are now valued at over $1.5B.\nOur 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 act as frontline agents, QA analysts, and managers, continuously executing, monitoring, and improving every customer interaction.\nWe're growing fast and looking for ambitious builders who want to tackle hard technical problems, move quickly, and have a real impact on one of the fastest-growing voice AI companies in the world.\nLet's build the future together.\nRecent recognition:\nNo. 1 Best Places to Work in the Bay Area, San Francisco Business Times 2026\n\nTop 50 AI Apps, a16z (2025)\n\n#3 Fastest-Growing Software Company, G2 Best Software Awards 2026\n\nBest Agentic AI Software, G2 Best Software Awards 2026\n\n#4 Fastest-Growing Software Vendor, Brex Benchmark 2025\n\nEnterprise Tech 30 Class of 2026, Nasdaq & Wing VC\n\nTop-Ranked Startup, Lean AI Leaderboard\n\nBacked by Y Combinator\n\nLocation: Remote, with overlap with Pacific Time hours Type: Full-time 1099 contract Compensation: $6,000-$7,500 USD/month, based on experience\nAbout the role\nYou’ll be the technical partner enterprise customers lean on to get voice agents live and keep them working. You’ll build alongside customer engineering teams, debug production issues, and turn what you learn into product improvements. If you like being in the room when a customer’s agent takes its first real call, and you can trace a dropped call through telephony, webhooks, and the LLM, this role is for you.\nYou’ll work with Engineering, Product, and Customer Success, and with customer developers, IT teams, and telephony providers.\nWhat you’ll do\nGet enterprise customers live and scaling\nLead technical onboarding for enterprise accounts, from kickoff and architecture review through go-live and ramp.\n\nHelp customers move from pilot to production, including concurrency planning, load readiness, and rollout strategy.\n\nBuild trusted relationships with customer engineering, IT, and security teams.\n\nBuild with customers\nBuild voice agents with customers in Retell: prompts, conversation flows, knowledge bases, voice and language settings, and call transfer.\n\nDesign integrations with customer systems such as CRMs, scheduling tools, ticketing, and internal APIs, using custom functions, webhooks, and the Retell API and SDKs.\n\nAdvise on conversation design and deployment strategy for new use cases such as inbound support, outbound campaigns, appointment booking, and qualification.\n\nWork directly in customer codebases when needed.\n\nDebug and resolve production issues\nTroubleshoot live deployments: call quality, latency, interruptions and turn-taking, transcription errors, hallucinations, tool-call failures, and unexpected agent behavior.\n\nDebug APIs, webhooks, authentication, SIP trunking and telephony (carrier setup, number routing, call transfers, caller ID), and custom LLM integrations.\n\nUse call logs, transcripts, and post-call analysis to find root causes, then write clear post-incident summaries for customers.\n\nEscalate to Engineering with reproducible cases and the context needed to fix issues fast.\n\nShape the product\nCapture customer feedback and turn it into specific, prioritized product requests.\n\nSpot repeated issues and write the docs, templates, and playbooks that stop them from recurring.\n\nWork with Product and Engineering to test new features with real customers.\n\nWhat we’re looking for\nMust have\nBachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.\n\n2-8 years of professional experience in Technical Support Engineering, Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a similar technical role.\n\nStrong technical problem-solving skills and comfort debugging distributed systems.\n\nHands-on experience with REST APIs, webhooks, and authentication, and with reading logs and network traces to find root causes.\n\nClear communication: you can explain a technical issue to a developer and to a business stakeholder, in writing and live.\n\nComfort working directly with customers, including during live launches and incidents.\n\nAvailability for meaningful overlap with Pacific Time working hours.\n\nNice to have\nPython or TypeScript experience.\n\nExperience with LLMs, prompt engineering, or voice AI and conversational AI platforms.\n\nTelephony knowledge: SIP, VoIP, PSTN, and providers like Twilio or Telnyx.\n\nFamiliarity with latency optimization, speech-to-text and text-to-speech, or real-time (WebSocket) systems.\n\nStartup experience and enterprise customer experience, including security reviews and compliance questions (SOC 2, HIPAA).\n\nWillingness to travel occasionally for launches or onsite work.\n\nYou might thrive here if\nYou’d rather build with customers than hand them a ticket response.\n\nYou stay calm when a production call flow breaks and you enjoy tracing the cause.\n\nYou’re curious about how AI voice agents work and can tell when the problem is the prompt, the integration, the carrier, or the platform.\n\nYou move fast, take ownership, and are comfortable in an early-stage environment with a lot of ambiguity.\n\nYou like working across Engineering, Product, and Customer Success.\n\nDetails\nEmployment type: Full-time 1099 contractor\n\nLocation: Remote\n\nCompensation: $6,000-$7,500 USD/month, based on experience\n\nHours: Some overlap with our Pacific Time team and customers is required","description_format":"text","description_chars":5963,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"Argentina","iso":"AR","kind":"country"},{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"},{"name":"Poland","iso":"PL","kind":"country"},{"name":"Romania","iso":"RO","kind":"country"},{"name":"Serbia","iso":"RS","kind":"country"},{"name":"South 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