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Careers · Support · Phoenix
Technical Support Engineer (24/7 rotation)
When a customer's traffic starts misbehaving, they don't want a ticket number — they want someone who can read the logs, find the cause, and get it moving again. You're that person, on a follow-the-sun rotation that keeps the platform covered around the clock.
About the role
First responder for live traffic.
You'll handle inbound technical issues from customers running production traffic — a drop in delivery, an integration that's erroring, a webhook that stopped firing — and drive them to resolution.
This is technical, hands-on support: reproducing problems against our APIs, reading logs and delivery data, and telling the difference between a customer's bug, a carrier issue, and something on our side. When it's ours, you loop in engineering with a clean, well-documented case. Phoenix anchors our North American coverage; the role is part of a 24/7 shift rotation with the rest handled across our other hubs.
What you'll do
- Own incoming technical tickets end to end — triage, investigate, resolve, and follow up.
- Reproduce issues against the API, read logs and delivery/engagement data, and isolate root cause.
- Distinguish customer-side bugs from carrier/provider issues from platform issues, and route accordingly.
- Escalate to engineering with clear, reproducible reports, and keep the customer informed until it's closed.
- Turn recurring questions into documentation and internal runbooks so the next person is faster.
- Work a defined shift as part of a follow-the-sun 24/7 rotation.
What we're looking for
- 2+ years in technical support, QA, or a support-engineering role for an API or infrastructure product.
- Comfortable reading API requests/responses, logs, and HTTP; can write a quick script or curl to reproduce an issue.
- Calm and methodical under pressure, with genuinely clear written communication.
- Willing and able to work shifts, including some nights and weekends on rotation.
- Customer-first instinct — you own the problem until it's actually solved.
Nice to have
- Experience with CPaaS, messaging, telephony, or email deliverability.
- Basic scripting (Python, JavaScript) and familiarity with webhooks.
- Exposure to incident management and on-call practices.
Ready to apply?
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Résumé and a short note on a problem you diagnosed and how you got to the bottom of it.
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