​This is a full-time Developer Support Engineer role at LiveKit, a company providing network infrastructure that powers multimodal AI interfaces, enabling seamless audio and visual interactions (supporting over 3 Billion calls annually). This role is the first line of technical support for thousands of developers and requires deep technical skills related to APIs, SDKs, and real-time networking protocols.

• ​Location: Remote, U.S. or Remote, Canada.
• ​Compensation: $120K – $180K plus Equity.
• ​Experience Required: 2–4 years of experience in developer support, technical support, or a customer-facing engineering role.
• ​Focus: Triage, diagnosing, reproducing, and resolving complex issues related to real-time audio/visual networking infrastructure (WebRTC, WebSocket), and collaborating with Engineering and Sales teams.

​What You’ll Do: Triage, Debugging, and Developer Advocacy

​The engineer is expected to quickly unblock developers by providing fast, accurate, and empathetic help, acting as a crucial bridge between the developer community and the product team.

• ​First Point of Contact: Serve as the first point of contact for developer inquiries across support channels (tickets, community, Slack, email).
• ​Triage & Diagnosis: Triage and prioritize inbound issues, ensuring clear ownership and timely responses. The role requires strong problem-solving skills with a methodical approach to debugging.
• ​Issue Validation: Reproduce and validate issues where possible, collecting logs, SDK versions, and environment details. Provide initial troubleshooting or workarounds to unblock customers quickly.
• ​Escalation & Documentation: Escalate more complex issues to internal teams with crisp summaries and context. Document learnings and contribute to internal and external knowledge bases.
• ​Feedback Loop: Identify trends or recurring issues and collaborate with the team to improve documentation, tooling, and product experience.

​Required Technical Skills and Qualifications

​The role is ideal for a technically curious engineer with a background in network and cloud communications, focused on developer success.

• ​Experience: 2–4 years in developer support or a similar technical role.
• ​Networking & Protocols: Familiarity with APIs, SDKs, and networking basics (HTTP, WebRTC, WebSocket, SIP).
• ​Debugging Tools: Comfortable using tools like Postman, curl, Wireshark, and browser dev tools.
• ​Communication: Clear written and verbal communicator who can explain technical details concisely.
• ​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.
  • ​Experience using ticketing tools like Linear, Jira, or Zendesk.
  • ​Basic scripting or automation experience for internal workflows.