Technical Support Analyst II
Full time · Orlando, FL / Remote
Own the hardest problems our customers hit, mentor the support team, and design how humans and AI work together on an AI-first support desk.
About the role
Analyst II is the last stop before engineering. Carrier issues, complex call flows, integrations, ports that went sideways: you take the cases that need depth and you close them.
When something does go to engineering, it arrives as a clean reproduction they can act on immediately.
You also make the whole team better. You mentor analysts, review AI-assisted responses for accuracy and tone, and build the automations that cut resolution time.
On an AI-first support desk, the senior job is designing how humans and AI work together.
What you will do
- Own complex escalations end to end: carrier and porting issues, advanced call flows, and integrations
- Write reproductions and root-cause notes engineering can act on without a second round trip
- Mentor support analysts and review AI-assisted responses for accuracy and tone
- Design and build AI-assisted workflows and automations that cut time to resolution
- Spot recurring pain points and bring them to product with data
- Keep the internal knowledge base sharp so both people and AI answer from the truth
What you bring
- 3+ years in technical support with real VoIP or SIP depth
- A track record of taking hard, ambiguous problems to done
- You have built processes or tooling that made a team faster, not just yourself
- Comfortable being the judgment layer over AI output
Nice to have
- Experience with support platforms and CRM automation
- Spanish or Portuguese
What we offer
AI-first tooling
The best AI tools in your daily work, and a real say in what we adopt next.
Founder-led team
You work directly with the people who build and sell the product. No layers.
Visible impact
Our customers thank our team by name in five-star reviews. Your work is seen.
Room to grow
Serving businesses since 2014 and just getting started with AI. Growth paths are real because the company is growing.
Not the right role?
Tell us what you are great at. We are always meeting people who care about small business.