SignalWire is hiring a Technical Support Technician to troubleshoot intermediate to advanced technical issues for our Platform Services, including Video, Voice, Messaging, and Fax APIs. In this role, you will collaborate with internal team members across departments and take ownership of comprehensive case logs and knowledge base articles.
What You'll Do
- Provide technical training and assistance to SignalWire internal and external customers and stakeholders.
- Offer communication and technical guidance to internal support team members.
- Maintain and improve the SignalWire Knowledge Base by creating and updating articles.
- Research, create, and update process and procedure documentation with support leadership.
- Provide Quality Assurance Testing for new product releases and bug fixes.
- Perform miscellaneous project work related to current job duties.
- Log all interactions in the CRM system for accurate case data.
- Monitor SignalWire knowledge base articles to ensure they are up to date.
What We're Looking For
- 3+ years of experience in technical support or customer service.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency with CRM applications and support tools (e.g., Zendesk, JIRA).
- Beginner to intermediate coding experience utilizing JavaScript, PHP, or NodeJS.
Nice to Have
- Experience preferably in a team environment.
- Certifications in telecommunications or development fields are a plus.
Technical Stack
- JavaScript
- PHP
- NodeJS
Team & Environment
Collaborate with internal team members across all departments.
