Senior Engineering Manager leading teams that build scaled infrastructure for Pantheon’s Drupal, WordPress, and Next.js WebOps platform. Driving modernization, architecture, delivery, and engineering talent development.
About the role
- Customer Success Engineer deploying Retell AI voice agents for enterprise customers. Building integrations, debugging production systems, and driving adoption with technical teams.
Responsibilities
- Support technical onboarding and deployment for enterprise customers
- Help customers launch and scale AI voice agents
- Build trusted relationships with customer engineering teams
- Build AI voice agents alongside customers
- Design conversation flows and deployment strategies
- Debug APIs, webhooks, SIP, telephony, authentication, integrations, and latency issues
- Troubleshoot production deployments and technical issues
- Work directly in customer codebases when needed
- Identify product gaps through customer feedback
- Translate customer needs into actionable product improvements
- Work closely with Product and Engineering teams
- Help customers launch new AI use cases
- Identify opportunities to expand product adoption
- Become a trusted technical partner to enterprise customers
Requirements
- Must be residing in United States, Canada or Mexico
- Must be able to read, write and speak in Spanish & English
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field
- 2–8 years of professional experience, ideally in Customer Success Engineering, Solutions Engineering, Forward Deployed Engineering, Software Engineering, or a similar technical role
- Strong technical problem-solving skills
- Experience working with APIs and debugging technical issues
- Strong communication skills and ability to explain technical concepts clearly to customers
- Comfortable working directly with customers and building technical solutions with them
- Must be available to work some overlapping hours with the Pacific Time-based team and customers
- Experience with Python or TypeScript is nice to have
- Experience with AI, LLMs, or Voice AI is nice to have
- Startup experience is nice to have
- Enterprise customer experience is nice to have
- Willingness to travel occasionally for customer launches or onsite work is nice to have
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