Junior Technical Support Engineer - Americas

| Austin
Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers in a more efficient and meaningful way. 
Plivo’s mission is to simplify business communications. Thousands of businesses around the globe including IBM, Workday, Godaddy, and Lifesize rely on Plivo to power their voice and SMS communications at global scale.
Founded in 2011, Plivo has over 180 employees across its US and India offices. Plivo is part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. 
Plivo has been profitable for the past four years, an unusual milestone for companies of this scale. Plivo’s success has landed it among the leading, global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which is estimated to grow to $10.9 billion by 2022.

ROLES AND RESPONSIBILITIES

  • Maintain end to end knowledge and be hands-on on our products and will be responsible for support delivery to our customers on support incidents
  • Will be the first point of contact for Plivo's customers and will help in answering their queries and resolving their issues
  • Will collaborate with various cross-functional teams within Plivo and our telecom partners to resolve a customer problem, work on product supportability and assist on on-boarding customers
  • Will use your intellect and creativity to troubleshoot and resolve complex technical issues and also manage critical issues
  • Communicate with Plivo's customers via phone, email, and chat channels
  • Do precise scoping of technical issue and set the right expectations with the customer
  • Monitor and resolve all tickets coming into the support ticketing system from customers and telecom partners in the shortest time
  • Maintain ownership of issues until resolved completely and show a high degree of customer focus
  • Provide customers with reliable technical solutions and a consistently exceptional service experience
  • Maintain strong working knowledge of Plivo's line of current and pre-release products and take ownership for product improvement by reporting defects and requesting enhancement
  • Contribute in developing technical content and IPs such as knowledge-base articles, sample scripts, proof of concept, diagnostic tools etc.

REQUIREMENT

  • 0-2 years of experience supporting web based software platforms for 0-2 years
  • Proven ability to troubleshoot and debug software, understand customer requirements and workflow, and resolve complex technical issues
  • Understanding on fundamentals of SQL, Networking (TCP/IP), and HTTP
  • Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet)
  • Knowledge of Linux commands is a plus
  • Obsessed with customer support and delighting the customers
  • Willing to work on weekends

Perks and Benefits

  • Ownership driven culture
  • Company-paid medical insurance
  • Health, vision and 401K benefits
  • Generous vacation policy

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Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • NODE.JSLanguages

Location

We’re occupying space in the oldest commercial building in Austin, the Littlefield Building. This building was also Austin’s first skyscraper!

An Insider's view of Plivo

What's something quirky about your company?

Almost all of our internal tools are named after Star Wars and Marvel characters!

Renu Yadav

Associate Director of Technical Support

How does the company support your career growth?

Plivo is focused on helping its employees grow personally and professionally. The majority of our leadership team has been promoted from within. We have an open-door policy, so interacting with various leaders daily has been a great way for me to learn and develop new skills.

Tommy Hansen

Talent Lead - Americas

How would you describe the company’s work-life balance?

Everyone believes what we are doing is critical for our customers, but no one forgets that we have families and friends outside of Plivo that are just as important. The team is understanding and supportive.

Chris McNeill

Senior Account Executive - Americas

What are Plivo Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Acme's health insurance policy covers up to 99% of out of pocket expenses.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
We offer employees A parking subsidy.
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
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