Technical Customer Support Specialist (AI)

TL;DR

Technical Customer Support Specialist (AI): Providing high-level technical assistance to enterprise and B2B customers for AI audio models and the ElevenAgents platform with an accent on API integration, LLM orchestration, and telephony systems. Focus on diagnosing complex technical issues, surfacing product gaps, and supporting the Mandarin-speaking market.

Location: Remote (Australia)

Company

An AI research and product company transforming human interaction with technology through advanced human-like AI voice models.

What you will do

• Manage end-to-end enterprise support, diagnosing and resolving complex technical issues quickly.
• Provide high-quality technical support in both English and Mandarin.
• Develop deep expertise in ElevenAgents, LLM orchestration, and telephony integrations.
• Analyze support patterns to identify product gaps for engineering and product teams.
• Create and maintain accurate technical documentation to assist customers.
• Serve as a trusted technical partner for enterprise customers throughout their journey.

Requirements

• 2–3 years of technical customer support experience in B2B SaaS or high-growth tech.
• Native or near-native Mandarin proficiency.
• Strong written and spoken English.
• Experience with LLMs, AI agents, and telephony systems (e.g., Twilio, SIP, WebSockets).
• Proficiency in APIs and the ability to troubleshoot code in Python or JavaScript.
• Ability to work autonomously in a fast-paced, international remote team.

Culture & Benefits

• Innovative culture focused on defining the trajectory of AI with high velocity and minimal bureaucracy.
• Annual discretionary stipend for professional development.
• Annual discretionary stipend for social travel to meet colleagues.
• Annual company-wide offsite in various international locations.
• Monthly co-working stipend for those not located near main hubs.