About the Role
This position involves providing advanced technical support to customers, diagnosing and resolving product issues, and acting as a bridge between customer needs and internal engineering teams to enhance product functionality and performance.
Responsibilities
- Diagnose and resolve complex technical issues reported by customers
- Provide detailed guidance on product configuration and integration
- Collaborate with engineering teams to escalate and resolve bugs
- Document technical solutions and contribute to knowledge base articles
- Respond to customer inquiries via email and support portals
- Conduct root cause analysis for recurring technical problems
- Assist in testing product updates and new features
- Communicate technical details clearly to non-technical users
- Monitor system alerts and respond to service disruptions
- Support onboarding for new customers using platform tools
- Track and manage support tickets to ensure timely resolution
- Identify patterns in customer issues to inform product improvements
- Work across time zones to support AMER region customers
- Participate in on-call rotations for critical issues
- Maintain up-to-date understanding of networking and API technologies
- Assist in validating fixes before deployment to production
- Coordinate with cross-functional teams during incident response
- Deliver feedback to product teams based on customer input
- Improve support processes to increase efficiency and accuracy
- Ensure compliance with security and data handling policies
Nice to Have
- Experience supporting real-time communication platforms
- Background in software development or systems engineering
- Knowledge of Kubernetes or containerized environments
- Exposure to observability tools like Datadog or New Relic
- Understanding of security best practices in cloud environments
- Prior experience in a customer-facing technical role
- Familiarity with agile development workflows
- Certifications in networking or cloud platforms
Compensation
Competitive salary and benefits package
Work Arrangement
Remote
Team
Global support and engineering team
Why This Role Matters
This position plays a key role in ensuring customer success by resolving technical challenges and improving product usability through direct feedback to development teams.
What You’ll Learn
You will gain deep exposure to real-time communications infrastructure, API-driven platforms, and large-scale distributed systems while working with cutting-edge telephony technology.
Team Culture
The team values transparency, accountability, and continuous improvement, with regular feedback loops and opportunities for professional growth.
Not available
