Senior Product Support Engineer

Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers with confidence.

Plivo’s mission is to simplify business communications. Thousands of businesses around the globe, including IBM, Workday, Wolters Kluver, Zomato, Yahoo, and Splunk, rely on Plivo to power their voice and SMS communications on a global scale. Plivo becomes a reliable communications platform with its Premium Communications Network that spans 190+ countries.

Founded in 2011, Plivo has over 300 employees remotely across the US, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures.
Plivo has been profitable for the past 7+ years, an unusual milestone for companies of this scale. Plivo’s success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which has a market size of USD 12.5 billion in 2022. It is projected to reach USD 45.3 billion over the next five years.

Plivo is a people-centric organization with a culture of ownership. We offer industry-leading compensation and benefits, including excellent healthcare coverage, to our employees.

Roles and Responsibilities:

• Take ownership of customer issues
• Troubleshoot problems and see them through to resolution
• Escalate unresolved issues to the appropriate internal teams
• Document knowledge in the form of solution articles
• Master the use of a helpdesk software
• Collaborate with Product Management & Engineering teams to identify and drive improvements to our existing products

Skills Required:

• Relevant Bachelor’s degree at a minimum 2-4 years of experience in a client-facing, technical support role.
• Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet) or
• Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues.
• Knowledge of SQL, Networking (TCP/UDP/IP), and HTTP is a plus.
• Obsessed with customer support and delighting the customers.
• Knowledge of analytics tools such as MS Excel and Google sheets.
• Team player who can engage with other functions to deliver a better customer experience and drive collaboration.
• Proven track record of taking ownership of tasks and driving forward to resolutions.
• Analytical, with the ability to interpret customer data and trends.
• Excellent written and spoken communication skills, listening skills, and presentation skills.
• Capable of working independently and developing relationships with customers, partners, internal team members, and other related stakeholders.
• Willing to work on weekends

Perks and Benefits:

• Remote first culture.
• Home office Infra allowance.
• Industry-leading compensation and benefits.
• Premium healthcare/wellness benefits for employees and families.
• Open culture and working with a young and dynamic team.
• Career advancement opportunities.
• A generous vacation policy leads to a great work-life balance.