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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting complex software ecosystems, utilizing web fundamentals, API structures, and technical documentation to isolate issues and communicate effectively with both technical and non-technical stakeholders. Proficient in leveraging AI technologies to enhance operational efficiency and problem-solving capabilities.
Highest-signal resume keywords
Root Cause AnalysisAPI TestingWeb FundamentalsTechnical CommunicationDigital Marketing Tracking
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Root Cause AnalysisAPI TestingHTMLCSSJavaScriptREST APIJSONDatabase QueriesTechnical TroubleshootingDocumentation
Soft Skills
Professional CommunicationProblem-SolvingCollaborationCustomer AssistanceConstructive Feedback
Tools & Technologies
PostmanBrowser Developer ToolsGoogle AdsGA4Sandbox Environment
Industry Keywords
TelephonyCall RoutingWebhooksThird-Party IntegrationsDNIConversion TrackingUTM Parameters
About the role
Key responsibilities & impact- Own end-to-end investigation of escalated tickets involving telephony, call routing, web script behavior, DNI, webhooks, API requests, and third-party integrations
- Use browser developer tools, server logs, API testing tools such as Postman, and database queries to isolate root causes
- Determine whether issues originate from CallRail, client site code, or third-party endpoints
- Document failure points, reproducible test steps, payload logs, and diagnostic findings for internal escalation and prioritization
- Convert solved complex cases into actionable knowledge notes to reduce repeat escalations
- Assist customers through all channels and scheduled screen-share calls with complex setups and technical troubleshooting
- Provide timely technical updates during high-priority incidents to leadership, Account Managers, and Sales
- Help uplift the Tier I support team
Requirements
What you’ll need- Proven experience isolating root causes in complex software ecosystems where documentation may not have an immediate answer
- Practical understanding of web fundamentals—reading HTML/CSS, basic JavaScript behavior, inspecting web pages (DevTools Network/Console tabs), and understanding REST API structures (JSON payloads, status codes)
- Familiarity with digital marketing tracking, including UTM parameters, URL query strings, and conversion tracking in Google Ads/GA4
- Ability to translate dense technical realities into simple explanations for customers and communicate technical logic with developers
- Ability to independently test hypotheses in a sandbox environment using product tools and online technical documentation before escalating
- Ability to communicate professionally and constructively across technical and non-technical departments
- Continuous adoption of AI technologies; expected to leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks
Benefits
Comp & perks- Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
- Competitive HSA with company matching
- Paid parental leave
- Flexible vacation policy
- 401K options with company dollar-for-dollar match
- Employee stock options available from day one
- $2,000 annual educational allowance
- Catered lunch every Tuesday * an in-office perk
- MARTA transportation or office parking expenses covered
- Employee charitable donation company match, up to $500 annually
- Regular company outings and events
- Hybrid work options with $500 office stipend to set up your home office
- Designated bike storage