Technical Support Analyst II

Voxtell, LLC; Orlando, Northern (FL, KY); Hybrid; USD 60,000 - 90,000; Full time

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.

Skills

VoIP depth

English fluency

Problem solving

Automation mindset

Tools

CRM automation

Support platforms

Job description

Remote applicants: United States and Brazil.

Analyst II is the last stop before engineering. Carrier issues, complex call flows, integrations, ports that went sideways, you take the cases that need depth and you close them.

When something does go to engineering, it arrives as a clean reproduction they can act on immediately.

You also make the whole team better. You mentor analysts, review AI-assisted responses for accuracy and tone, and build the automations that cut resolution time.

On an AI-first support desk, the senior job is designing how humans and AI work together.

What you\'ll do

• 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

What you bring

• 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

Nice to have

• Experience with support platforms and CRM automation
• Spanish or Portuguese