Support Engineer

• LiveKit is revolutionizing the AI landscape by providing the essential network infrastructure that powers multimodal AI interfaces, enabling seamless audio and visual interactions. Founded in 2021, LiveKit has rapidly grown to support over 3 Billion calls annually, 200,000+ developers globally, and industry giants like OpenAI, Character AI, Spotify, and Meta.
• **You'll Thrive at LiveKit if You:**
• - are obsessed with helping developers succeed
• - are known as the go-to person for solving tricky technical issues
• - work hard and can move fast without sacrificing quality
• - care deeply about polish, detail, and clear communication
• - are a fast learner, frequently picking up new tools, systems, and skills
• The best way to impress us is by showing how you help others unblock themselves—and maybe by tinkering with LiveKit along the way 😊
• **About This Role:** We’re hiring a **Developer Support Engineer** to be the first line of technical support for the thousands of developers building with LiveKit.
• You’ll respond to inbound requests, triage and diagnose issues, and ensure developers receive fast, accurate, and empathetic help, whether through direct responses or by routing problems to the right internal teams.
• This role is ideal for someone who thrives in a fast-paced, highly technical environment, has a deep curiosity about how things work, and takes pride in creating clarity out of chaos.
• You’ll collaborate closely with our **Developer Success**, **Engineering**, and **Sales** teams to make sure every developer gets the help they need and that their feedback informs how we build.
• **What You'll Do:**
• - Serve as the **first point of contact** for developer inquiries across support channels (tickets, community, Slack, email)
• - **Triage and prioritize** inbound issues, ensuring clear ownership and timely responses
• - **Reproduce and validate** issues where possible, collecting logs, SDK versions, and environment details
• - **Provide initial troubleshooting** or workarounds to unblock customers quickly
• - **Escalate** more complex issues to internal teams with crisp summaries and context
• - **Document learnings** and contribute to internal and external knowledge bases
• - Identify trends or recurring issues and collaborate with the team to improve documentation, tooling, and product experience
• **Who You Are:**
• - 2–4 years of experience in developer support, technical support, or a customer-facing engineering role
• - Strong problem-solving skills with a methodical approach to debugging
• - Familiarity with APIs, SDKs, and networking basics (HTTP, WebRTC, WebSocket, SIP)
• - Clear written and verbal communicator who can explain technical details concisely
• - Comfortable using tools like Postman, curl, Wireshark, and browser dev tools
• - Curious and empathetic, always keeping the developer’s perspective in mind
• **Nice to Have:**
• - Experience with **real-time infrastructure frameworks and protocols** such as WebRTC, SIP, or cloud communications APIs
• - Familiarity with **AI and agent platforms**, including voice AI systems or frameworks that combine speech, reasoning, and real-time interaction
• - Familiarity with **AI and agent platforms**, including voice AI systems or frameworks that combine speech, reasoning, and real-time interaction
• - Experience using ticketing or issue-tracking tools like Linear, Jira, or Zendesk
• - Basic scripting or automation experience for improving internal workflows or triage efficiency
• **We Offer:**
• - The opportunity to shape the brand of a fast-growing developer platform
• - Collaboration with a small, senior team that deeply values craft and creativity
• - Competitive salary and equity package
• - Health, dental, and vision benefits
• - Flexible vacation policy

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