Application Support Analyst jobs in United States
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Keller Postman LLC · 13 hours ago

Application Support Analyst

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
money$50K/yr - $70K/yr
date2+ years exp

Keller Postman LLC is a law firm representing a diverse range of clients in various legal matters. The Application Support Analyst plays a critical role in supporting core business applications, primarily focusing on Twilio Flex, by troubleshooting and resolving application issues to ensure smooth business operations.

AdviceConsultingLegal

Responsibilities

Provide day-to-day support for line-of-business applications, with an emphasis on Twilio Flex, Salesforce, and custom internal tools
Troubleshoot application issues including call flows, agent states, integrations, authentication, permissions, and performance problems
Investigate and resolve incidents related to Twilio Flex components such as TaskRouter, Studio flows, voice/SMS routing, and third-party integrations
Follow established incident management and escalation procedures to ensure timely resolution
Escalate complex or systemic issues to engineering or vendor teams with clear documentation, reproduction steps, and impact analysis
Provide feedback on application usability, supportability, and recurring pain points
Participate in testing and validation of changes that impact Twilio Flex and related workflows
Contribute to the internal knowledge base to reduce repeat issues and improve self-service for end users
Document fixes, workarounds, and configuration details for Twilio Flex and related systems

Qualification

Twilio FlexTechnical supportTroubleshooting skillsSalesforceTicketing systemsScriptingITIL conceptsCommunication skills

Required

2–4+ years of experience in application or technical support, preferably in an enterprise or SaaS environment
Hands-on experience supporting Twilio Flex or similar contact center platforms
Strong troubleshooting skills across application, integration, and user-access issues
Experience working with ticketing systems and documenting incidents and resolutions
Excellent written and verbal communication skills

Preferred

Experience supporting Salesforce or integrating Twilio Flex with CRM systems
Familiarity with Twilio components such as TaskRouter, Studio, Flex UI, and APIs
Basic understanding of authentication methods (SSO, OAuth) and system integrations
Exposure to ITIL concepts, incident management, or problem management practices
Some experience with scripting or automation (e.g., PowerShell, Python) is a plus

Benefits

Year-end discretionary performance bonus
Benefits

Company

Keller Postman LLC

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Keller Postman LLC is a national law firm that represents a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels.
dateFounded in 2018
location
Chicago, Illinois, USA
people-size201-500 employees
web-link
https://www.kellerpostman.com

Funding

Current Stage
Growth Stage

Leadership Team

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Adam Gerchen
Chief Executive Officer
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Amelia Frenkel
Partner
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Recent News

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Texas Returns to Keller Postman to Link Tylenol to Child Autism
2025-10-30
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2025-10-29
PR Newswire
Keller Postman Files Lawsuit Against Philadelphia Medical Providers for Coercive Gender Surgery and Lack of Informed Consent
2025-09-12
Company data provided by crunchbase