• Troubleshoot and resolve tickets spanning every layer of the network stack. • Manage and support complex customer networks, almost entirely remotely. • Identify and document product bugs, escalating them with clear reproduction steps. • Create well-structured feature requests informed by real customer needs. • Build and maintain documentation that shortens time-to-resolution for everyone.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Technical Support Engineer, you'll be the frontline owner of system reliability and client experience. You'll manage incoming support tickets, troubleshoot workflow and integration issues, communicate directly with clients, and work closely with engineering to resolve complex problems. This is a fully remote role supporting multiple client environments in production. What You'll Do - Support & Ticket Ownership - Monitor and manage incoming support tickets across client accounts - Triage issues based on urgency and business impact - Own tickets from initial report through full resolution - Track progress and ensure timely follow-ups - Maintain clear documentation and organized support records - Client Communication - Respond promptly and professionally to client inquiries - Provide clear status updates and resolution timelines - Translate technical findings into business-friendly explanations - Proactively confirm issue resolution and client satisfaction - Build strong working relationships with client stakeholders - Technical Troubleshooting & Escalation - Investigate AI workflows, automation processes, and system integrations - Identify root causes using logs, system behavior, and reproduction steps - Resolve common issues independently using established procedures - Recognize when engineering involvement is required - Escalate issues with complete technical context and documentation - Coordinate between clients and engineering during active escalations - Reporting & Continuous Improvement - Track support metrics and common issue patterns - Identify recurring problems and potential system improvements - Contribute to internal documentation and knowledge base articles - Help improve processes that increase system reliability and response time Qualifications - Strong troubleshooting and problem-solving ability - Basic understanding of APIs, webhooks, and automation workflows - Experience with tools like Zapier, Make.com, n8n, or similar is a plus - Comfortable reading logs and identifying error patterns - Able to navigate technical documentation independently Requirements - Clear, professional written communication with clients - Strong follow-through and organizational skills - Ability to explain technical issues in simple terms - Good judgment on when to resolve independently vs. escalate - Calm and reliable under pressure Mindset - Takes full ownership of issues from start to finish - Proactive and detail-oriented - Thrives in a fast-paced remote environment - Curious about AI, automation, and emerging technology Benefits - Mid-level role with real responsibility and visibility - Hands-on exposure to production AI and automation systems - Fully remote with a collaborative technical team - Opportunity to directly impact client success and system reliability Location Fully Remote Working Hours 8:00 AM – 5:00 PM EST

• Provide day-to-day support for line-of-business applications, with an emphasis on 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 or systemic 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 that impact Twilio Flex and related workflows. • Contribute to the internal knowledge base to reduce repeat issues and improve self-service for end users. • Document fixes, workarounds, and configuration details for Twilio Flex and related systems.

• Lead, develop, and motivate the Technical Support / Helpdesk team; • Ensure effective, empathetic, and solution-oriented service aligned with Invenzi's quality standards; • Manage SLAs, KPIs, and targets, turning data into actionable improvements; • Respond to critical incidents and escalations, ensuring speed and efficiency; • Design, review, and evolve support processes and workflows; • Work collaboratively with Development, Projects, and Operations teams, contributing directly to the evolution of solutions; • Translate support feedback into strategic input for continuous software improvement; • Ensure the standardization and upkeep of technical documentation and the knowledge base.