Senior Technical Support Analyst: AI-Driven Escalations

Voxtell, LLC

Orlando, Northern (FL, KY)

Hybrid

USD 60,000 - 90,000

Full time

14 days+

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Job summary

Voxtell, LLC is seeking an Analyst II for an AI-first support desk. You will own complex escalations involving carrier issues, advanced call flows, and integrations, ensuring clean reproductions reach engineering.

You will mentor analysts, review AI-generated responses for accuracy and tone, and design automation that reduces resolution time while helping product teams address recurring pain points. Remote-friendly role for US and Brazil, with emphasis on delivering reliable, human+AI

Qualifications

3+ years in technical support with real VoIP or SIP depth.
Fluent English, spoken and written.
A track record of taking hard, ambiguous problems to done.
You have built processes or tooling that made a team faster, not just yourself.
Comfortable being the judgment layer over AI output.

Responsibilities

Own complex escalations end to end: carrier and porting issues, advanced call flows, and integrations.
Write reproductions and root-cause notes engineering can act on without a second round trip.
Mentor support analysts and review AI-assisted responses for accuracy and tone.
Design and build AI-assisted workflows and automations that cut time to resolution.
Spot recurring pain points and bring them to product with data.
Keep the internal knowledge base sharp so both people and AI answer from the truth.