Senior Product Technical Specialist

Eltropy Inc.

8d • $100,000 - $120,000

About The Position

As a Senior Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 7+ years of experience in a technical support role for a VoIP SaaS based product.
• Ability to travel up to 25% for on-site client support and team collaboration.
• Strong hands-on experience with Zendesk for ticketing and customer support.
• Expert level understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, PBX, and protocols like SFTP and HTTPS.
• Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC).
• Expert level familiarity with troubleshooting VoIP/telephony systems and understanding common issues.
• Mastery of network analysis tools like Wireshark to diagnose packet-level issues.
• Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
• Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure.
• Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark).
• Ability to remain organized and detail-oriented while managing a high volume of support interactions.
• Must be willing and able to participate in a rotating on-call schedule.

Responsibilities

• Own and resolve the most technically challenging and sensitive customer issues without supervision.
• Serve as a primary technical escalation point for Product Technical Specialists, providing expert guidance and taking ownership of critical problems.
• Lead complex, multi-party troubleshooting calls involving customer executives, third-party vendors, and internal engineering teams.
• Serve as a Subject Matter Expert (SME) in at least one key product area or technology (e.g., AWS infrastructure, telephony integration, networking, Eltropy Feature Sets).
• Partner closely with Engineering to diagnose, document, and track complex bugs, providing detailed replication steps and log analysis.
• Lead initiatives to improve support processes, such as developing new troubleshooting workflows or improving the escalation protocol.
• Actively mentor Product Technical Specialists, conducting ticket reviews and leading technical training sessions.
• Analyze trends in support tickets to identify systemic issues and present data-driven recommendations for product improvements to Product Management.

Benefits

• Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities.
• An opportunity to make a direct impact in shaping people's direct access to financial services by enabling community financial institutions to efficiently communicate with their membership base.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level