About the job
We are looking for Technical Support Engineers to join our Voice Support team. We are seeking candidates with a consistent record of providing outstanding technical support, who have expertise with VOIP/SIP/IP-PBXes, REST APIs, and the development of web and mobile applications. You will function as the voice of our team to our customers and partners and function as a subject matter expert for our LOB's platform.
Responsibilities:
- You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
- You will interact, collaborate and network with other departments in your search for solutions that our customers need.
- You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
- Our team operates a 24/7 support model. You will always work the morning shift, but the ability to occasionally work weekends and holidays (as needed) is required. When working a weekend shift, you still get 2 days off per week.
Requirements:
- 2+ years of experience in a client-facing, technical role.
- Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
- 1+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
- Ability to help, train and mentor team-members, and advise on improvements for the Voice product.
- Ability to make sound decisions quickly and efficiently.
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- Strong knowledge of RESTful API's with the ability to understand and troubleshoot issues with cloud solutions.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
- Third level qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
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