About this role
ElevenLabs builds human-like AI voice models alongside platforms like ElevenAgents, which helps businesses deploy voice and chat agents at scale using LLMs, telephony, and integrations. The team also develops ElevenCreative for content generation and ElevenAPI for developer access to audio foundational models.
As a Technical Customer Support Specialist based in Australia, you will manage enterprise support end-to-end, resolve complex technical issues, and act as a trusted technical partner for B2B clients. You will also bridge the gap between customers and engineering by identifying patterns in tickets and updating documentation.
The role exists to ensure enterprise clients successfully integrate APIs and agent platforms while maintaining high service standards. Ideal candidates bring technical depth in APIs and debugging, SaaS support experience, and the ability to work autonomously within a rapid, remote startup environment.
What you will do
- Manage enterprise support end-to-end by diagnosing complex issues quickly and following through to resolution.
- Deliver high-quality technical support in English to global B2B users.
- Master ElevenAgents and understand how clients orchestrate LLMs, telephony, and AI integrations.
- Identify recurring patterns across support tickets and surface product gaps to engineering and product teams.
- Create and maintain clear, accurate, and up-to-date documentation.
- Serve as a trusted technical partner for enterprise customers throughout their journey.
What you need
- Bring two to three years of experience in technical customer support at a SaaS or high-growth tech company with B2B or enterprise exposure.
- Demonstrate familiarity with LLMs, AI agents, and telephony systems like Twilio, SIP, or WebSockets through support or personal projects.
- Possess a solid understanding of APIs and how developers integrate them, alongside comfort in reading and troubleshooting code in Python or JavaScript.
- Show a genuine interest in implementing and experimenting with AI solutions.
- Demonstrate experience working autonomously in a fast-moving, international, remote team.
Benefits
- Annual discretionary learning and development stipend
- Annual discretionary social travel stipend to meet up with colleagues
- Annual company offsite in a new location
- Monthly co-working stipend if not near a main hub
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
This is a remote position based in Australia. The company operates globally and offers a monthly co-working stipend if you are not located near one of the main hubs.
What tools and technologies will I work with?
You will support customers using APIs, Python, JavaScript, LLMs, AI agents, and telephony systems such as Twilio, SIP, and WebSockets. The role focuses heavily on the ElevenAgents platform.
What professional development support is available?
The company proactively supports professional development through an annual discretionary stipend. Additionally, they provide social travel stipends and annual company offsites.