Location: San Francisco, Bay Area

Team: Customer Success | Reports to Head of Customer Operations

About Toma

At Toma, we’re building something unorthodox — a fully AI-driven voice platform reshaping how 18,000 car dealerships operate. Our proprietary voice AI handles inbound calls, sets appointments, and unlocks agentic workflows that reduce frontline workload.

We’re a 20-person team (ex-Scale AI, Uber, pro Valorant player, robotics champ, motocross racer...) obsessed with getting dealers real results. We’ve landed dozens of rooftops via word-of-mouth, and we’re just getting started.

The Role

We’re looking for a Prompt Engineer & Support Specialist to help us scale fast — without breaking.

You’ll be the first technical hire on the support side, working directly with our customers, Ops, Engineering, and Product to solve issues. When you're not solving issues, you'll be laying the foundation for a scalable support motion and building internal health monitoring systems.

While this role is a ticket-based support function which includes heavy prompt engineering... We aim for this person to grow into a part forward deploy, part triage lead, part system builder.

You’ll get deep in the weeds, own high-impact technical problems, and play a foundational role in how support functions at Toma as we scale.

What You’ll Do Right Now

Technical Debugging & Triage

Manage a support queue & build systems to improve support metrics.
Extensive prompt engineering to solve real world business problems
Investigate LLM-related issues, agent behavior, voice system bugs, and integration failures
Reproduce edge cases and partner with Engineering to drive root-cause fixes
Triage and document inbound issues for the product and AI teams

What You'll Grow Into

Build Support Processes

Be the connective tissue between Engineering, Ops, and Product
Own and improve the way support is delivered and scaled: ticket systems, SOPs, playbooks
Build an internal knowledge base for common issues and config workflows

Build Health Monitoring & Tooling

Design and implement health monitoring for AI behavior, call routing, scheduler integrations, and more
Create dashboards, logs, and alerting systems to reduce support lag
Write light internal scripts and tools to automate repetitive ops or support tasks

You Might Be a Fit If You...

Have 2–5 years in a technical support, infra, dev ops, or forward deploy role, ideally at a startup with extensive customer facing experience.
Love solving messy technical problems in live customer environments
Can read logs, reproduce bugs, and work directly with engineers on triage
Have experience with AI systems (LLMs, agents, vector databases) or are excited to learn fast
Can write basic scripts (Python, JS, Bash, SQL, etc.) to unblock yourself or automate tasks
Thrive in ambiguity and want to build support systems from scratch — not inherit them

Nice to Have

Experience with tools like Eleven Labs, Metabase, DataDog, or voice AI platforms
Background in automotive, SaaS, or customer-facing AI products
Startup experience where you’ve been “the one who gets called when it breaks”

Why This Role Matters

We’re growing fast, and every new customer means more complexity. The systems you build — and the fires you put out — will directly shape our ability to scale, retain, and grow revenue across hundreds of rooftops.

You won’t just answer tickets. You’ll own the support systems that reduce customer effort & pain.

What Success Looks Like

You become the go-to point of contact for incoming support tickets
You reduce our average support resolution time through better tools, monitoring, and triage
You help launch a proactive support function — not just reactive firefighting
You elevate how Toma learns from customer pain, product bugs, and systemic issues

Compensation & Perks

Competitive salary and early-stage equity
Health, dental, vision
Daily food stipend
Health & wellness stipend
Educational stipend
High-impact seat on a low-ego, high-output team

Compensation Range: $120K - $140K

Prompt Engineer & Support Specialist (AI/LLM SaaS)

Job Type