Technical Support Engineer

Accountabilities

• Manage and resolve complex 2nd and 3rd line technical support cases for customers and internal stakeholders, ensuring timely and effective issue resolution.


• Troubleshoot and diagnose VoIP, SIP, DECT, hardware, cloud communication, and IP networking issues across a variety of customer environments.


• Validate technical configurations and support advanced deployment scenarios, ensuring system stability and optimal performance.


• Collaborate with engineering, product, and delivery teams to investigate, escalate, and resolve technical issues requiring deeper analysis.


• Provide technical guidance and support to first-line support teams, helping improve troubleshooting processes and escalation quality.


• Document root causes, recurring issues, technical procedures, and best practices to strengthen internal knowledge resources.


• Support deployment activities, technical handovers, and operational readiness initiatives where advanced expertise is required.


• Communicate effectively with both technical and non-technical stakeholders during incidents, ensuring transparency and clear expectations throughout the resolution process.


• Contribute to continuous service improvement by identifying trends, recommending solutions, and enhancing support workflows.

Requirements

• Proven experience in 2nd or 3rd line technical support within VoIP, telecommunications, UCaaS, or related technology environments.


• Strong hands-on expertise with SIP provisioning, DECT systems, hardware troubleshooting, and communication platforms.


• Solid understanding of IP networking concepts, including subnets, NAT, firewalls, port forwarding, Power over Ethernet (PoE), and connectivity diagnostics.


• Experience supporting cloud-based communication solutions or enterprise collaboration technologies.


• Ability to independently manage complex technical escalations and drive issues through to successful resolution.


• Strong analytical, troubleshooting, and problem-solving skills with a methodical approach to incident management.


• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.


• Experience working remotely and collaborating effectively within distributed international teams.


• Familiarity with monitoring tools, remote access platforms, log analysis, and packet capture tools is advantageous.


• Experience creating technical documentation, troubleshooting guides, knowledge base articles, or training materials is a plus.


• Previous exposure to retail technology solutions, managed services environments, or communication platforms is beneficial.


• Ability to mentor and support junior team members while promoting knowledge sharing and best practices.

Benefits

• Fully remote working environment with flexibility and autonomy.


• Opportunity to join a collaborative, high-performing, and supportive international team.


• Exposure to innovative communication technologies, AI-powered solutions, and global-scale projects.


• Career development support, including professional certifications and industry conference participation.


• Modern equipment and high-quality tools to support productivity and success.


• Generous paid time off to promote work-life balance and personal wellbeing.


• Diverse and inclusive workplace culture with colleagues from multiple countries and backgrounds.


• Opportunity to contribute to the growth of innovative technology solutions used by businesses worldwide.


• Stable and established business environment with long-term growth opportunities.


• Additional country-specific benefits available depending on location.

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