Support Engineer (El Salvador)

About the role

We are looking for a proactive Support Engineer to join our team in El Salvador. The role focuses on delivering high‑quality technical assistance to customers, handling support tickets, and ensuring smooth telephony operations.

Key responsibilities

• Manage support tickets in Zendesk, meeting SLA targets and ensuring timely resolution.
• Troubleshoot voice quality issues on Twilio Voice and other telephony platforms.
• Analyze call logs and perform advanced troubleshooting of telephony services.
• Handle phone number management tasks, including porting and configuration.
• Collaborate with customers to understand issues and provide clear, effective solutions.

Required profile

• Fluent spoken and written English.
• Strong customer‑service orientation and ability to work independently.
• Self‑starter who knows when to escalate complex problems.
• Experience in a support desk environment, handling tickets within SLA frameworks.

Required skills

• Zendesk support platform.
• Twilio Voice and general telephony troubleshooting.
• WebRTC experience.
• Knowledge of CRM systems such as Salesforce, HubSpot, Zapier, Zoho, and Pipedrive.
• Phone number management and porting procedures.
• Ability to read and interpret call logs for advanced issue diagnosis.