Application Support Analyst

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions.

Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Summary: The Application Support Analyst plays a critical role in supporting Keller Postman’s core business applications, with a primary focus on Twilio Flex. This is a hands-on technical support role responsible for troubleshooting, resolving, and documenting application issues to ensure minimal disruption to business operations. The ideal candidate is detail-oriented, service-focused, and comfortable working in a fast-paced, production support environment.

This is a full-time, remote position on Central Standard Time; the individual in the role must be willing to work regular business hours on Central Standard Time (8:30am to 5:00pm CST), while understanding there are times where we have to be flexible based on business needs. Compensation for the role, depending on experience, is an annual salary of $50,000 to $70,000 plus the role is eligible for a year-end discretionary performance bonus and benefits.

This role is best suited for someone who is hands-on, detail-oriented, and service-driven. The Application Support Analyst takes ownership of issues, works methodically to resolve them, and documents solutions to prevent recurrence. They are comfortable working independently, collaborating across teams, and supporting mission-critical systems in a fast-moving environment.

Key Responsibilities:

Application Support

• 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.

Required Qualifications:

• 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 Qualifications:

• 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.