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Support Engineer

About Us

At Tavus, we're building the human layer of AI. Our mission is to make human-AI interaction as natural as face-to-face interaction, enabling the human touch where it has been previously unscalable. We achieve this through pioneering research in multi-modal AI models for human perception and understanding, combined with state-of-the-art human avatar rendering and communication models. Our models power everything from text-to-video AI avatars to real-time conversational video experiences across industries like healthcare, recruiting, sales, education, and more. By enabling AI to see, hear, and communicate with human-like authenticity, we're creating the foundation for the next generation of AI employees, assistants, and companions.

We're a Series A company backed by top investors, including Sequoia, Y Combinator, and Scale VC. Join us in driving the future of human-AI interaction. Check it out for yourself 😎

The Role

Tavus is looking for a Support Engineer to become the first line of technical defense for our customers. This is a hybrid role between customer-facing support and backend debugging, and it’s ideal for someone who loves solving tricky problems, helping users, and digging deep into APIs and logs to find answers. You’ll also play a key role in building internal systems, partnering closely with product and engineering to spot patterns, solve root issues, and make the whole experience smoother for both our users and our team.

You’ll work closely with engineering, product, and GTM to ensure our customers succeed with Tavus - and to make our platform better with every interaction.

Your Mission 🚀

  • Own the full self serve funnel + assist with enterprise clients

  • Investigate bugs, edge cases, and system behavior across the stack (frontend/backend/infrastructure)

  • Write internal tools, scripts, or dashboards to streamline support

  • Collaborate with engineering on bug fixes, escalations, and debugging

  • Partner with GTM to support onboarding, integration, and troubleshooting

  • Maintain documentation and build a knowledge base of common issues & solutions

Requirements

  • 2-4 years in a technical support, solutions engineering, or SWE role

  • Strong proficiency in Python and ability to read/understand API logs

  • Excellent communication skills - you can talk to both engineers and customers with ease

  • Comfortable working independently and owning customer issues from start to resolution

  • A bias for action and a love for getting to the root cause

Bonus if you have:

  • Experience with dev tools, APIs, or AI/ML products

  • Familiar with RESTful APIs, logging/debugging tools, and error tracing

  • Built or contributed to internal tools or automation for support

  • Experience at an early-stage company or startup

  • Played Portal 1 and 2 - or willing to as part of onboarding 😄

Benefits

When you join Tavus, you’re joining a family. Our work is driven by our team, and our success is shared by all. This position has a flexible work schedule, unlimited PTO, competitive healthcare and gear stipends, as well as, of course, plenty of fun! At the end of the day, we want Tavus to be a place for you to learn, directly drive impact, and be with a team you love.

To learn more about our team culture, and benefits, check out our hiring page!

Tavus is growing fast, and we’d like you to grow with us! Are you excited to get your hands dirty? Drop your resume and we’ll be in touch!

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Average salary estimate

$90000 / YEARLY (est.)
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$80000K
$100000K

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What You Should Know About Support Engineer, Tavus

At Tavus, we're on a mission to revolutionize the way humans interact with artificial intelligence, and we're looking for a talented Support Engineer to join our dynamic team. As a Support Engineer, you'll be the frontline hero for our customers, tackling complex issues and ensuring that their experience with our innovative technology is seamless and enjoyable. Your role will be a blend of customer support and backend problem-solving, making it perfect for someone who thrives on solving tricky challenges and diving deep into APIs and logs. You'll work hand-in-hand with our engineering and product teams to identify patterns, troubleshoot root causes, and enhance our platform continuously. Whether it's assisting with enterprise clients or improving our internal tools, your impact will be felt throughout the organization. We value strong communication skills as you will interact with engineers and clients alike, and we hope you have a passion for getting to the bottom of each issue. With a flexible work schedule, unlimited PTO, and a vibrant company culture, Tavus is dedicated to ensuring you not only grow professionally but also enjoy the journey. If you're ready to make a difference at the forefront of human-AI interaction, we'd love to hear from you and see how you can contribute to our amazing mission!

Frequently Asked Questions (FAQs) for Support Engineer Role at Tavus
What are the main responsibilities of a Support Engineer at Tavus?

As a Support Engineer at Tavus, your primary responsibilities include acting as the first line of technical support for customers, investigating bugs and system behaviors, and collaborating with engineering teams to develop solutions. You will also be responsible for maintaining documentation and building a knowledge base of common issues, enhancing the support process for both users and the Tavus team.

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What qualifications do I need to apply for the Support Engineer position at Tavus?

To be considered for the Support Engineer role at Tavus, you should have 2-4 years of experience in technical support, solutions engineering, or software engineering. Proficiency in Python, familiarity with APIs, and excellent communication skills to interact with both engineers and non-technical customers are also essential. A keen eye for root cause analysis and a bias for action will be vital in this role.

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How does the Support Engineer at Tavus collaborate with other teams?

The Support Engineer at Tavus works closely with various teams, including product, engineering, and go-to-market (GTM) teams. This collaboration ensures that customer issues are promptly addressed, integrated seamlessly into onboarding processes, and that the overall platform is continually improved based on user feedback and technical challenges encountered.

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What kind of technical troubleshooting skills are expected from a Support Engineer at Tavus?

A Support Engineer at Tavus is expected to possess strong troubleshooting skills that involve investigating bugs, edge cases, and system behaviors across multiple layers of the tech stack. Being comfortable with reading and interpreting API logs, utilizing debugging tools, and applying knowledge of RESTful APIs will be crucial in resolving customer challenges effectively.

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What is the work environment like for a Support Engineer at Tavus?

The work environment for a Support Engineer at Tavus is flexible, collaborative, and supportive. The company promotes a healthy work-life balance with unlimited PTO, and fosters a culture of teamwork, where employees can learn, share ideas, and drive impactful results within a fast-growing organization.

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Common Interview Questions for Support Engineer
Can you describe your experience with APIs as a Support Engineer?

When answering this question, focus on specific instances where you interacted with APIs, such as reading logs, debugging issues, or helping customers integrate APIs into their applications. Highlight your proficiency in using APIs to solve customer problems and your approach to troubleshooting in this context.

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How do you handle challenging customer interactions?

Provide an example that illustrates your ability to remain calm and collected under pressure. Discuss techniques like active listening, empathy, and clear communication that you use to de-escalate situations and ensure the customer feels heard and understood, while also resolving their issues effectively.

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What steps do you take to investigate a bug or issue reported by a customer?

Outline a systematic approach that includes gathering information from the customer, replicating the issue, and digging into logs or console outputs. Emphasize your methodical nature and ability to document findings for future reference, which is critical in a Support Engineer role.

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How do you prioritize multiple support requests?

Discuss your prioritization strategy, emphasizing the importance of assessing urgency and impact on customers. Explain how you balance quick resolutions for straightforward issues with the need to invest time in more complex requests to ensure all customers receive adequate support.

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Which internal tools and scripts have you contributed to in your previous roles?

In your response, share specific examples of tools or scripts you've developed or improved that streamlined support processes. Discuss the problems they solved and how they benefited both your team and the customers.

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Can you give an example of a time you offered a creative solution to a client issue?

Consider a specific challenge where you used your resourcefulness to find a non-standard solution. Explain the scenario, your creative thought process, and the positive outcome that resulted from your initiative.

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Tell me about a time when you worked with engineering teams on a bug fix.

Share a detailed account of your collaboration with engineering teams to resolve a significant bug. Highlight your communication techniques, how you gathered necessary information, and the collaborative approach taken to ensure a speedy resolution.

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What’s your experience with logging and debugging tools?

Discuss the logging and debugging tools you've used in past positions and how you've employed them to troubleshoot issues. Provide specific instances where these tools aided significantly in your problem-solving process.

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How do you stay current with industry trends and developments in support engineering?

Explain your strategies for professional development, such as attending webinars, reading industry blogs, participating in communities, or taking courses. Emphasize your commitment to continued learning, which is essential for a successful Support Engineer.

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What motivates you as a Support Engineer at Tavus?

In responding to this question, convey your passion for customer support, problem-solving, and the impact of technology on human interactions. Express excitement about shaping the future of AI at Tavus while helping clients succeed.

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Making personalized video messages scalable using AI

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EMPLOYMENT TYPE
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DATE POSTED
April 16, 2025

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