Technical Support Engineer

Technical Support Engineer (US)
NLPearl AI · Full-time · Remote (United States) with travel to customer sites
About NLPearl
NLPearl builds AI voice and text agents that handle customer conversations end to end, from support to sales. Our platform runs on a proprietary speech-to-speech stack built for natural, real-time conversations, and lets companies build, deploy, and improve agents without writing code. Enterprises use NLPearl to handle more conversations, faster, at a fraction of the cost.
The Role
We're looking for a US-based Technical Support Engineer to own customer support at NLPearl for our US customers. You'll be their first point of contact when they need help: you'll handle incoming tickets, from platform questions and requests to issues with our AI voice and text agents, investigate each one, and drive it to resolution.
The role is remote, but not only behind a screen. You'll regularly visit key customers on site to support deployments, run working sessions, and build strong, lasting relationships with their teams. You'll be the technical face of NLPearl for our US accounts.
The work ranges from quick how-to questions to deeper investigations on strategic accounts. It's a great fit for someone technically curious who enjoys solving problems, likes working directly with customers, and wants to grow into a broader technical role. This is a no-code role: you'll configure and troubleshoot rather than write production code.
What You'll Do
Own and resolve customer support tickets end to end, from platform questions and requests to issues with our AI agents.
Investigate issues using logs, API calls, integrations, and data to identify the root cause.
Configure and troubleshoot our AI agents to resolve customer issues, no coding required.
Travel to customer sites to support onboarding, deployments, and reviews, and act as a trusted technical contact for their teams.
Build and maintain strong relationships with key accounts, understanding their workflows and anticipating their needs.
Test and validate fixes before and after release to make sure issues are fully resolved and don't recur.
Reproduce genuine platform bugs and escalate them to engineering with clear, well-documented reports.
Communicate resolutions to customers in clear, professional, non-technical language.
Turn recurring issues and customer feedback into documentation, tests, and product improvements.
What We're Looking For
Based in the United States and authorized to work in the US.
Fluent English, written and spoken.
Willingness and ability to travel to customer sites across the US.
Strong problem-solving mindset, comfortable investigating ambiguous issues to find the real cause.
Clear communication skills, able to explain technical topics simply to customers and precisely to engineers.
Relationship-oriented, confident and professional in face-to-face customer settings.
Familiarity with APIs: reading requests and responses and understanding integrations.
Comfortable reading and querying data to investigate issues.
Basic understanding of AI/LLM concepts, such as prompts and how conversational-AI agents work.
Well-organized and able to manage and prioritize multiple tickets at once.
Eagerness to learn and grow into a broader technical role.
Nice to Have
Spanish, written and spoken.
Prior experience in a technical support, customer success, solutions, or engineering-adjacent role.
Experience with voice AI, chatbots, or conversational platforms.
Experience with a ticketing or help-desk system.
Comfort using AI/LLM tools to investigate and draft responses.
Basic scripting skills (helpful for investigation).

Work arrangement
Yes