Keller Postman is looking for an Application Support Analyst to play a critical role in supporting our core business applications. This hands-on technical support position focuses on ensuring the stability and performance of our systems, with a primary emphasis on Twilio Flex, to minimize disruption to business operations.

What You'll Do

Provide day-to-day support for line-of-business applications, emphasizing Twilio Flex, Salesforce, and custom internal tools.
Troubleshoot application issues including call flows, agent states, integrations, authentication, permissions, and performance problems.
Investigate and resolve incidents related to Twilio Flex components such as TaskRouter, Studio flows, voice/SMS routing, and third-party integrations.
Follow established incident management and escalation procedures to ensure timely resolution.
Escalate complex issues to engineering or vendor teams with clear documentation, reproduction steps, and impact analysis.
Provide feedback on application usability, supportability, and recurring pain points.
Participate in testing and validation of changes impacting Twilio Flex and related workflows.
Contribute to the internal knowledge base to reduce repeat issues and improve self-service.
Document fixes, workarounds, and configuration details for Twilio Flex and related systems.

What We're Looking For

2–4+ years of experience in application or technical support, preferably in an enterprise or SaaS environment.
Hands-on experience supporting Twilio Flex or similar contact center platforms.
Strong troubleshooting skills across application, integration, and user-access issues.
Experience working with ticketing systems and documenting incidents and resolutions.
Excellent written and verbal communication skills.

Nice to Have

Experience supporting Salesforce or integrating Twilio Flex with CRM systems.
Familiarity with Twilio components such as TaskRouter, Studio, Flex UI, and APIs.
Basic understanding of authentication methods (SSO, OAuth) and system integrations.
Exposure to ITIL concepts, incident management, or problem management practices.
Some experience with scripting or automation (e.g., PowerShell, Python).