CallRail

Support Engineer

• Technical Escalations: Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
• Root-Cause Investigation: Use browser developer tools, server logs, API testing tools (like Postman), and database queries to isolate whether an issue stems from CallRail, a client's site code, or a third-party endpoint.
• High-Quality Handoffs: When identifying problem tickets or escalating issues to internal partners, thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers.
• Knowledge Sharing: Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
• Technical Consultation: Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
• Stakeholder Communication: Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.

Technical Support Specialist – Tier II

• Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions.
• Utilize CallRail technical resources to resolve customer challenges or provide troubleshooting guidance including but not limited to providing:
• Perform active troubleshooting or initial guided diagnostic support to confirm client support needs across all CallRail products.
• Provide professional, first-level technical support to customers via live interactions across all channels: phone, chat, web and email support.
• Adhere to Customer Support team expectations and protocols including:
• Maintain a high level of client satisfaction on assigned interaction.
• Contribute to the improvement of support processes and documentation.
• Actively participate in training classes for new products and features.

Technical Support Specialist – Tier I

Account Executive

• Qualify and enroll new agencies into the CallRail program that best fits their business needs
• Host product demonstrations for agencies that are looking to learn more about how they can use multiple CallRail products for their clients
• Act as the dedicated point of contact for agencies during their 14-day free trial experience
• Run product implementation calls to help agencies set up products for themselves and their clients
• Persistently explore and challenge prospects to uncover a true business strategy & effectively demonstrate how our solution helps achieve their goals
• Build and manage a partner pipeline and forecast accurately
• Consistently meet volume and quality activity goals to achieve sales goals

Partner Account Executive

Salesforce Administrator

• Administer & Maintain: Provide day-to-day Salesforce administration, including user setup, profiles, permission sets, and license management for 130+ users.
• Configure & Optimize: Design, configure, and deploy Salesforce solutions using Flows, record types, dynamic layouts, approval processes, dashboards, and reports.
• Drive Data Governance: Implement standardized governance policies that improve data quality and system consistency.
• Manage Integrations: Own and optimize third-party integrations with tools such as LeanData, Outreach, Gong, Qualified, and others.
• Support Agile Execution: Participate in monthly agile sprints, backlog grooming, and iterative delivery through Asana-based project management.
• Ensure Scalability: Apply a declarative-first approach to automation and system design, ensuring cross-functional maintainability and alignment with Salesforce’s product evolution.
• Test & Deploy: Use sandbox environments for testing and validating changes before production deployment; partner with the Salesforce Architect to explore DevOps tools and best practices.
• Release Readiness: Oversee the third-party system release management cycle, ensuring features and functionality are fully tested and aligned with roadmap timelines.
• Document & Share Knowledge: Maintain clear and accessible documentation in Confluence and Google Workspace to support knowledge sharing and continuity.
• Prepare for the Future: Contribute to our roadmap for AI-powered features across our techstack in 2026 and beyond.

Full-stack Engineer

• Deliver incredible products by defining and scoping your own work
• Collaborate with Engineers, Product Managers, and business stakeholders
• Help embody and drive an AI-forward culture within the team
• Communicate well and explain work clearly to team members
• Be a good teammate by supporting and challenging your peers
• Learn and improve skills regardless of your experience level

Technical Support Specialist – Tier II

Technical Support Specialist – Tier I

Partner Account Executive

Salesforce Administrator

Senior Software Engineer