The Customer Support Specialist II is responsible for ensuring the reliable operation of a cloud-hosted communication platform used by customers worldwide. This role focuses on maintaining system health, diagnosing technical issues, and delivering timely resolutions to service disruptions across voice, email, and chat channels.
Key Responsibilities
- Monitor, configure, and maintain platform infrastructure to support continuous service availability.
- Investigate and resolve customer-reported incidents, escalating complex cases to engineering and product teams as needed.
- Provide technical support across cloud-based telecom and contact center systems, including API-driven integrations.
- Collaborate with internal technical teams in a global environment to troubleshoot and resolve infrastructure and service issues.
- Support operations within an AWS-hosted cloud environment, ensuring performance and reliability.
- Contribute to knowledge sharing and technical development within a diverse, cross-functional team.
Qualifications
Candidates should have hands-on experience in technical support or operations, with a solid understanding of cloud platforms—especially AWS. Strong problem-solving abilities, clear communication skills, and familiarity with communication technologies are essential. Experience with contact center solutions, telecom systems, or API integrations is an advantage.
Work Environment
This position offers remote work flexibility and adaptable scheduling, supporting a global customer base. The team operates in a multicultural setting that values collaboration, innovation, and practical solutions.
Benefits
- Flexible working hours and remote work options
- Comprehensive health, dental, and vision insurance
- Life insurance coverage for unexpected events, illness, or disability
- Annual reimbursements for disability-related or gender-affirming care expenses
- Birthday leave: a paid day off to celebrate personal milestones
Company Values
The organization promotes a culture built on ambitious thinking, teamwork, simplicity, and execution. It is committed to fostering an inclusive workplace, with active support for diversity, equity, and accessibility.
