Remote Product Support Engineer

Summary

Join Plivo's Support team as a Product Support Engineer, taking ownership of customer issues, troubleshooting problems, and collaborating with internal teams to drive improvements.

Requirements

• Relevant Bachelor’s degree at a minimum
• 5 months- 1.5 years of experience in a client-facing, technical support role
• Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet)
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues
• Knowledge of SQL, Networking (TCP/UDP/IP), and HTTP is a plus
• Obsessed with customer support and delighting the customers
• Knowledge of analytics tools such as MS Excel and Google sheets
• Team player who can engage with other functions to deliver a better customer experience and drive collaboration
• Proven track record of taking ownership of tasks and driving forward to resolutions
• Analytical, with the ability to interpret customer data and trends
• Excellent written and spoken communication skills, listening skills, and presentation skills
• Capable of working independently and developing relationships with customers, partners, internal team members, and other related stakeholders

Responsibilities

• Take ownership of customer issues
• Troubleshoot problems and see them through to resolution
• Escalate unresolved issues to the appropriate internal teams
• Document knowledge in the form of solution articles
• Master the use of a helpdesk software
• Collaborate with Product Management & Engineering teams to identify and drive improvements to our existing products

Benefits

• Remote first culture
• Home office Infra allowance
• Industry-leading compensation and benefits
• Premium healthcare/wellness benefits for employees and families
• Open culture and working with a young and dynamic team
• Career advancement opportunities
• A generous vacation policy leads to a great work-life balance