Senior Product Technical Specialist

Job Title: Senior Product Technical Specialist

Location: US Pacific Time Zone, working hours may vary in the hours of 5am-5pm PT depending on current staffing demands
Compensation: $100,000-$120,000 (OTE)

About the role:
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.

Role & 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.

Qualifications:

• 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.

Technical Proficiency:

• 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.

Core Skills:

• 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.

Why join us?

• Be part of a dynamic, high-growth tech company with an exciting future.
• Work in a collaborative and supportive environment that values innovation and employee experience.
• 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.

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.