Product Technical Specialist

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🕒 June 25

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Eltropy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

💸 Finance

💳 Fintech

💰 Venture Round on 2021-06

Artificial Intelligence • Finance • Fintech

Eltropy is a company that provides a unified communications platform powered by artificial intelligence. The company specializes in transforming member and customer experiences for credit unions and community banks, offering solutions that integrate seamlessly into workflows across various departments such as lending, collections, and contact centers. Eltropy's platform includes features like secure chat, video banking, text messaging, and AI agents, all aimed at improving communication and operational efficiency. With a strong focus on compliance and security, Eltropy helps financial institutions reduce fraud and optimize performance through innovative digital interactions.

📋 Description

• Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously. • Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems. • Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution. • Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures. • Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate. • Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents. • Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides. • Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience. • Mentor junior team members on best practices for ticket handling and technical diagnosis.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. • 4+ years of experience in a technical support role for an Enterprise SaaS product. • Strong hands-on experience with Zendesk for ticketing and customer support. • Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS. • Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC). • Familiarity with troubleshooting VoIP/telephony systems and understanding common issues. • 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.

🏖️ Benefits

• Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities.