Keller Postman LLC

Application Support Analyst

Keller Postman LLC

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $70,000 per year

About the role

  • Provide day-to-day support for line-of-business applications, with an emphasis on Twilio Flex, Salesforce, and custom internal tools.
  • Troubleshoot application issues including call flows, agent states, integrations, authentication, permissions, and performance problems.
  • Investigate and resolve incidents related to Twilio Flex components such as TaskRouter, Studio flows, voice/SMS routing, and third-party integrations.
  • Follow established incident management and escalation procedures to ensure timely resolution.
  • Escalate complex or systemic issues to engineering or vendor teams with clear documentation, reproduction steps, and impact analysis.
  • Provide feedback on application usability, supportability, and recurring pain points.
  • Participate in testing and validation of changes that impact Twilio Flex and related workflows.
  • Contribute to the internal knowledge base to reduce repeat issues and improve self-service for end users.
  • Document fixes, workarounds, and configuration details for Twilio Flex and related systems.

Requirements

  • 2–4+ years of experience in application or technical support, preferably in an enterprise or SaaS environment.
  • Hands-on experience supporting Twilio Flex or similar contact center platforms.
  • Strong troubleshooting skills across application, integration, and user-access issues.
  • Experience working with ticketing systems and documenting incidents and resolutions.
  • Excellent written and verbal communication skills.
Benefits
  • year-end discretionary performance bonus
  • benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Twilio FlexSalesforceTaskRouterStudio flowsvoice/SMS routingtroubleshootingincident managementintegration supportapplication supportconfiguration documentation
Soft Skills
communicationproblem-solvingdocumentationfeedbackcollaborationuser supportescalationvalidationusability analysisself-service improvement