⚠️ PLEASE READ BEFORE APPLYING: We are a high-collaboration, 25-person team. This is a 100% exclusive, single-employer role. If you are looking for a side-gig, "moonlighting" opportunity, or have other active clients, please do not apply. We use time-verification tools (Hubstaff/Time Doctor) and maintain a "camera-on" collaborative culture.

Unlike "gig" work, we offer a home. We offer a respectful, high-collaboration team environment, PTO benefits and opportunities for long term growth. We have multiple people working for us and growing with us for 5+ years because we treat our remote team like partners, not disposable contractors.

? We're Hiring: Tech Support Engineer — Remote, US Working Hours

At Textellent, Inc., we're redefining how businesses communicate with their customers.

Our leading SMS marketing automation platform integrates with CRMs to deliver personalized campaigns, intelligent appointment scheduling, and AI-powered engagement — helping businesses connect more effectively, every day.

We're now looking for a Tech Support Engineer to join our fully remote team and be the first technical set of eyes when something breaks for a client.

? Your Role

When a client reports a problem, you work out what actually happened. Reproduce it, read the logs, check the data, and either fix it yourself or hand Engineering a ticket they can start on without asking three follow-up questions.

You'll work US hours, 9am–6pm US Central, alongside the Client Success team you're supporting. That overlap is the point of the role — issues get picked up while the client is still on the line,



not the following day.

You'll also help run the process itself: the SLAs we work to, the dashboards that show whether we're meeting them, and automating the parts that shouldn't need a person.

? What You'll Do

- Provide Tier-2 technical support to Client Success, clients and partners
- Reproduce and investigate client-reported issues before they reach Engineering, tracing errors through Kibana/ELK logs and LogRocket session recordings
- Raise bug tickets with the client ID, reproduction steps, the specific error and evidence attached
- Verify fixes before Client Success confirms resolution to the client
- Work to our defined SLAs on client communication and sign-off, and help us measure and improve them
- Build and maintain dashboards for bugs, enhancements and SLA health — and automate the parts of the ticket process that shouldn't need a person
- Run 10DLC / A2P registrations and compliance reviews against carrier requirements
- Handle account operations, and keep our SOPs and known-error database current

? What We're Looking For

- 1–2 years in technical support for a web-based business application
- Comfortable reading application logs and following an error to its source




- Working knowledge of SQL — you can write a SELECT with a join and answer a question from the data yourself
- Browser-based debugging, JSON, REST APIs
- Preferably hands-on with a log or monitoring tool — ELK/Kibana, Datadog, Grafana or similar — and able to build a dashboard in one
- Ticket management tools (ClickUp, Jira, Trello) and help desk software
- An instinct to automate. If you've automated any part of a bug or ticket workflow, tell us about it. If you've never been given the chance, tell us what you'd automate first — that answer is worth just as much to us.
- Comfortable working across departments. You'll be chasing people who don't report to you, telling Client Success when something isn't actually a bug, and telling Engineering when it is.
- Clear written English — most of the job is written updates read by colleagues and clients in the US
- Able to work US hours (9am–6pm US Central). From India this is a night shift.
- Bachelor's degree in computer science or information technology

- ? What We Offer

- Fully remote work workplace, five-day week
- Competitive compensation aligned with experience
- Mentorship directly from your TechOps Lead, our Engineering Head, and our founder, who runs working sessions with the team himself — at a larger company, at your level, you'd be several layers from those conversations
- A clear path toward TechOps engineering. We'd rather promote than hire.
- A forward-thinking culture that embraces AI, automation, and innovation

📌 Tech Support Engineer (India)
🏢 Textellent
📍 India