Technical Customer Support Specialist

About ElevenLabs: ElevenLabs is a world-renowned generative AI research and audio product powerhouse transforming how humanity interacts with technology. Launched in January 2023 with the first human-like AI voice model, we serve millions of users and thousands of global enterprises—ranging from fast-growing startups to Fortune 500 giants like Deutsche Telekom and Meta. Backed by $781M in funding from elite venture institutions including Andreessen Horowitz, ICONIQ Growth, and Sequoia, ElevenLabs has achieved an $11B valuation. Our ecosystem spans three core foundational platforms: ElevenAgents for deploying conversational voice/chat agents at scale, ElevenCreative for multilingual multimedia speech/music synthesis, and ElevenAPI for direct model integration. We function via lean, high-velocity autonomous cells that value impact over conventional corporate titles.

Position Overview

We are seeking a highly autonomous, code-fluent, and systems-minded Technical Customer Support Specialist to serve as our premier frontline authority for enterprise and B2B clients under a permanent, full-time remote contractor configuration. Operating across our global customer experience vertical, you will manage complex technical issues arising across our leading AI audio foundational models, API connections, and the advanced ElevenAgents orchestration platform. Shifting completely away from routine non-regulated administrative data transcription loops, retail clerk checkouts, or generic call center response scripts, you will run an active multi-tenant API log tracking, telemetry debugging, and LLM/telephony integration laboratory. Partnering close-knit naast distributed Engineering, Product, and Operations cells, you will act as a trusted technical advisor to systematically eliminate application friction. This position requires an enterprise technical specialist with 2–3 years of SaaS tech history who handles application layers fluidly natively using Technical Support, Customer Support, and Chatbot Dev primitives, commands complete operational intimacy with Python or JavaScript code blocks, and thrives within a fast-moving, high-agency remote cell.

Key Responsibilities

• Enterprise Technical Support Governance: Diagnose, resolve, and own the end-to-end remediation of complex enterprise and B2B platform challenges, ensuring clear communication loops natively utilizing Technical Support baselines.
• AI Agent Orchestration Triage: Become a definitive domain expert in the ElevenAgents system framework, debugging user setups involving LLM logic parameters, telephony systems, and custom webhooks.
• API Integration Troubleshooting: Inspect, review, and debug incoming enterprise software code integrations natively deploying Chatbot Dev methods to isolate errors between custom code implementations and our foundational REST/WebSocket setups.
• Programmatic Code Verification: Read, analyze, and optimize customer script anomalies, confidently pinpointing bugs inside Python or JavaScript developer environments.
• Cross-Functional Defect Escalation: Identify macro behavioral patterns across open support tickets, synthesizing reproducible product bugs and surfacing explicit system gaps directly to R&D squads.
• Knowledge Base Engineering: Build, polish, and maintain highly clear, accurate internal and external developer documentation runbooks to increase client self-service velocity natively leveraging Customer Support guidelines.
• Advanced Telephony Optimization: Audit and resolve communication bottlenecks involving real-time network interactions, specifically utilizing protocols such as Twilio, SIP connections, Server-Sent Events (SSE), and WebSockets .
• AI-First Workflow Experimentation: Actively utilize and experiment with internal artificial intelligence assistants to optimize ticket routing paths, accelerate manual documentation updates, and increase operational velocity.

Required Skills & Qualifications

• A minimum of 2–3 years of proven, successful professional technology experience operating within technical customer support, solutions engineering, developer advocacy, or closely matching tech-driven client operations capacity.
• Expert B2B SaaS Pipeline Command: Meticulous practical experience handling high-stakes enterprise relationships, isolating application glitches, and resolving integration defects inside a fast-moving software company.
• Production-grade operational literacy reading, reviewing, and evaluating application script layers natively written in Python or JavaScript .
• Grounded functional comprehension of modern cloud integration architectures, including deep familiarity with APIs, REST design principles, WebSockets, and distributed server frameworks .
• Outstanding written and verbal presentation communication strengths in English, with an established ability to translate abstract technical complexity into clear, actionable, first-principles responses.
• Location Context: Position operates under 100% remote contractor guidelines open exclusively to qualified technical customer experience authorities residing permanently within Australia, India, Japan, Korea, or the Philippines .

Preferred Strategic Indicators (Nice to Have)

• Prior platform or support history managing systems explicitly inside the generative AI, large language model (LLM) orchestration, speech synthesis, or cloud telephony sectors .
• Direct hands-on experience troubleshooting enterprise telephony infrastructure vendors such as Twilio, SIP routing, or conversational voice networks .
• An adaptable, self-directed persona characterized by deep intellectual curiosity, an active passion for tracking advancements in AI technology, and an eager drive to do the best work of your life.

What We Offer

• Top-Tier Global Generative AI Operations Remuneration: A highly competitive annual target cash contractor salary package calibrated precisely to your individual systems pedigree and closing velocity, backed by prominent tier-one venture capital assets.
• 100% remote workspace infrastructure autonomy open throughout Australia, India, Japan, Korea, and the Philippines, liberating your schedule from rigid physical office commute bottlenecks.
• Generational AI Trajectory Influence: Elite professional landmarks achieved by single-handedly blueprinting the support playbooks, trace evaluations, and documentation pipelines backing the world’s leading AI audio engine.
• Access to an annual discretionary professional learning and development stipend to proactively expand your engineering competencies.
• Access to premium social travel stipends to meet up with global colleagues each year, an annual comprehensive company offsite event in premium locales (such as past trips to Croatia and Italy), and a monthly co-working space stipend if located outside main operational hubs.