Technical Customer Support Specialist

About the Role

Join ElevenLabs' United States Operations team as a Technical Customer Support Specialist to be the frontline expert resolving complex user issues and ensuring a world-class support experience.

Responsibilities

• Serve as the primary technical point of contact for US-based customers experiencing issues with ElevenLabs' AI voice synthesis and platform features.
• Diagnose, troubleshoot, and resolve complex technical problems related to API integrations, platform functionality, and user account issues.
• Document recurring technical issues and collaborate closely with Engineering and Product teams to drive long-term solutions and improve product stability.
• Create and maintain high-quality technical documentation, knowledge base articles, and tutorials for self-service support.
• Monitor support channels (tickets, chat) to ensure timely response and resolution according to established SLAs.

Requirements

• Proven experience (2+ years) in a technical support, customer success engineering, or similar customer-facing technical role.
• Strong foundational understanding of web technologies, including APIs (REST/JSON), basic networking concepts, and troubleshooting web application behavior.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts for non-technical users.
• Demonstrated ability to manage high-volume support queues and prioritize critical issues effectively.

Nice-to-Haves

• Familiarity with AI/ML concepts or experience supporting SaaS products in the generative AI space.
• Experience using Zendesk, Intercom, or similar advanced ticketing systems.
• Basic scripting knowledge (e.g., Python, JavaScript) for debugging or automation purposes.