United States (Remote)•US (Remote)
Remote
Mid Level
Full Time
about 1 month ago
💰$90,000 - $105,000
remotecustomer supporttechnical supportAPItelephonySaaS
Requirements
- •4+ years of experience in a technical support, helpdesk, or customer-facing engineering role
- •Strong problem-solving and analytical skills
- •Excellent written and verbal communication skills
- •Proficiency in web hosting technologies
- •Proficiency in APIs (automation, collaboration, and data extraction/changes through HTTP methods)
- •Proficiency in network architecture and components
- •Proficiency in server OS and hardware troubleshooting
- •Proficiency in application log analysis
- •Proficiency in telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
- •Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
- •Customer-centric mindset
- •Ability to work independently and collaboratively in a fast-paced environment
What You'll Do
- •Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications
- •Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and support portal
- •Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback
- •Create and maintain comprehensive documentation, FAQs, and knowledge base articles
- •Replicate customer environments and issues to identify root causes and verify solutions
- •Develop deep product knowledge, understanding architecture, functionality, and common use cases
- •Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality
- •Participate in a rotational on-call schedule for urgent issues outside regular business hours
Nice to Have
- •Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
- •Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
- •Familiarity with Kubernetes for containerized applications
- •Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
- •Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
- •Fluency in additional languages
- •A degree in Computer Science, Engineering, or a related technical field
Benefits
- •Comprehensive medical, dental, and vision coverage
- •Flexible PTO
- •Paid parental leave
- •Retirement savings plan
- •Remote work setup budget
- •Monthly wellness and communication stipend
- •In-office meal program and commuter benefits for onsite employees
About Cresta
Cresta uses artificial intelligence to assist sales and service agents in the quality of customer service.
Palo Alto, CA, US
250 - 500
AI & Machine Learning