Responsibilities
- Deliver daily technical support for core business applications, particularly Twilio Flex, Salesforce, and proprietary internal tools.
- Diagnose and resolve issues affecting application functionality, including call routing, agent status, system integrations, access controls, and performance bottlenecks.
- Analyze and fix incidents involving Twilio Flex components such as TaskRouter, Studio workflows, voice and SMS routing logic, and connections to external services.
- Adhere to defined incident management protocols to ensure issues are resolved within expected timeframes.
- Escalate complex or widespread technical problems to engineering or vendor teams with detailed documentation, steps to reproduce, and impact assessment.
- Offer insights on application usability, support challenges, and recurring operational issues.
- Engage in testing and validation activities for updates affecting Twilio Flex and dependent workflows.
- Help build and maintain an internal knowledge repository to minimize recurring tickets and empower user self-service.
- Record solutions, temporary fixes, and configuration details for Twilio Flex and associated systems.
Benefits
- Eligible for a discretionary year-end performance bonus
- Standard employment benefits package provided
Compensation
Annual salary range of $50,000 to $70,000 plus a discretionary year-end performance bonus
Work Arrangement
Remote
Team
Full-time
Other
- This is a full-time, remote position requiring availability during Central Standard Time hours.
- Candidates must be available to work standard business hours from 8:30 a.m. to 5:00 p.m. CST.
- Occasional schedule flexibility may be required based on operational demands.
- The position offers a salary range of $50,000 to $70,000 annually, in addition to a discretionary performance bonus.
- Ideal candidates are hands-on, attentive to detail, and committed to service excellence.
- The employer is an Equal Opportunity Employer.
- Additional CRPA information is available for applicants in California.
Not specified
