2 months ago
Remote, United StatesMid Level / Senior
H1B Sponsor
Base Salary
$90k - $105k/yr
Responsibilities
- Investigate, diagnose, and resolve technical issues related to API integrations and server performance.
- Serve as the primary technical point of contact for customer inquiries.
- Collaborate with Engineering, Product, and Sales teams to escalate bugs and feature requests.
- Create and maintain documentation and knowledge base articles.
- Replicate customer environments to identify root causes of issues.
- Develop deep product knowledge and understand common use cases.
- Identify recurring issues and contribute to process enhancements.
- Participate in a rotational on-call schedule for urgent issues.
Requirements
- 4+ years of experience in a technical support or customer-facing engineering role.
- Strong problem-solving and analytical skills.
- Excellent written and verbal communication skills.
- Proficiency in web hosting technologies and APIs.
- Experience with support ticketing systems like Zendesk or JIRA.
- A customer-centric mindset and ability to work independently.
Benefits
- Comprehensive medical, dental, and vision coverage.
- Flexible PTO for personal time off.
- Paid parental leave for new parents.
- Retirement savings plan for future planning.
- Remote work setup budget for a productive home office.
- Monthly wellness and communication stipend.
- In-office meal program and commuter benefits for onsite employees.
About Cresta
Cresta unlocks the true potential of the contact center, turning every customer conversation into a competitive advantage. Combining the best of AI and human intelligence, Cresta improves the customer experience and powers revenue and efficiency gains across every channel. The platform transforms contact centers with AI agents, AI-augmented human agent assistance, and comprehensive insights, coaching, and quality management. Companies like Alaska Airlines, Cox Communications, and Intuit use Cresta to power world-class customer experiences every day.