Technical Support Engineer

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November 20

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Aloware

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SaaS • Telecommunications • B2B

Aloware is a comprehensive calling and texting software platform designed to enhance customer engagement for small and mid-sized businesses. Offering features such as a cloud phone system, sales power dialer, business texting, and AI voice analytics, Aloware integrates seamlessly with popular CRM systems like HubSpot and Salesforce. The platform is built to streamline communications through omnichannel capabilities, enabling users to manage calls and texts directly from their CRM. Aloware caters to various industries including real estate, finance, and recruitment, providing tools that foster personalized sales conversations, compliance in communications, and advanced automation. With AI-driven solutions and integrations, Aloware transforms contact center workflows and sales processes, aiming to optimize business interactions and drive results.

51 - 200 employees

☁️ SaaS

📡 Telecommunications

🤝 B2B

💰 Seed Round on 2021-08

📋 Description

• Provide first-line support across chat, email, and phone, delivering fast, accurate, and human responses • Troubleshoot and resolve advanced technical issues escalated by Sales, Product, or CSM teams • Verify and document bugs, using tools like Fullstory, Metabase, and Twilio • Create and manage detailed Jira tickets for bugs and feature requests, ensuring complete context and documentation • Collaborate with Product to ensure timely resolution of technical issues and communicate status to internal teams • Partner with Sales during live deals to provide technical expertise and solution recommendations • Support CSMs during onboarding, check-ins, demos, and troubleshooting calls with clients • Join quarterly reviews with customers alongside CSMs to ensure technical goals are being met • Identify recurring issues and provide insights to improve product quality and support processes • Maintain internal documentation and contribute to scalable technical knowledge base assets

🎯 Requirements

• 2+ years of experience in a technical support, solutions engineering, or similar SaaS-facing role • Prior experience in SaaS is required • Prior experience in VoIP environments is highly preferred • Recent experience in Intercom is highly preferred • Strong written and spoken English — you care about tone, clarity, and accuracy • You can break down complex issues into clear, actionable steps • Comfortable engaging with customers directly and participating in live calls with Sales and CSMs • Familiar with tools like Salesforce, HubSpot, Jira, and debugging platforms • You thrive in a remote, tech-forward culture and enjoy cross-functional collaboration.

🏖️ Benefits

• Competitive salary based on experience • Performance-based bonuses • Growth opportunities in a scaling SaaS company • Work with a high-performing, mission-driven team • Fully remote – Open to candidates based in Honduras only.