Technical Customer Support Specialist (Independent Contractor) — USA / Remote

Job Description

Remote (US-based) | New York, San francisco, Chicago, Denver
$50,000 – $85,000 USD
Independent Contractor | Mid-Level | Full-time Contract

About the Role

Our client is building a next-generation AI audio platform, operating in a fast-moving startup environment where reliability, speed, and technical depth matter. They're looking for a highly technical Technical Customer Support Specialist who can independently troubleshoot complex issues across APIs, integrations, and audio/telephony systems.

This is not a traditional support role. You'll work close to the product, debug real production issues, and act as a critical bridge between customers and engineering. The ideal candidate is comfortable operating with ambiguity, minimal handholding, and constant change.

Please note: This is an independent contractor role (no benefits).

What You'll Do

• Troubleshoot complex issues across REST APIs, integrations, and telephony systems
• Debug HTTP requests/responses, auth flows, webhooks, and integration pipelines
• Investigate browser and network-level issues using logs and developer tools
• Use GCP tools (especially GCP Logs) to trace, analyze, and resolve production issues

• Query data using SQL to validate behavior and isolate root causes

• Read and reason about code (primarily Python) to support debugging efforts
• Translate technical findings into clear, actionable explanations for customers and internal teams
• Proactively identify patterns, product gaps, and documentation improvements

Technical Profile

APIs & Integrations

• Strong experience troubleshooting REST APIs, HTTP flows, auth, and webhooks

• Comfortable debugging client-side and network issues

Code & Data

• Able to read and troubleshoot Python code

• Exposure to JavaScript / Node.js / React is a plus

• Solid working knowledge of SQL for investigations

Cloud & Infrastructure

• Hands-on experience with Google Cloud Platform, especially logs and debugging tools

AI & Audio

• Strong interest in AI concepts, including LLM behavior and failure modes

• Understanding of how AI models are used in production workflows

• Interest or experience in audio technology, telephony, or media processing

• Bonus: experience with AI audio tools (e.g., voice synthesis platforms)

What We're Looking For

• 2–3 years in technical customer support within SaaS or high-growth tech (B2B / enterprise preferred)

• Strong technical troubleshooting mindset (depth over ticket volume)

• Proven ability to ramp quickly with minimal onboarding

• Comfortable operating in ambiguity and fast-changing environments

• Highly autonomous, proactive, and accountable

How You Work

• You manage your own priorities and learning

• You adapt quickly when systems change or break

• You raise issues early and collaborate closely with product and engineering

• You communicate clearly, especially in writing

• You care deeply about quality, clarity, and follow-through

Why This Role?

• Work on real production systems at the intersection of AI, audio, and APIs

• High ownership and direct impact on customer experience

• Exposure to cutting-edge AI and audio workflows

• Fully remote, contractor flexibility

• Competitive compensation aligned with technical depth

Apply now if you enjoy deep technical problem-solving, autonomy, and working close to the product in a startup environment...