Lead Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the investigation and resolution of intricate technical issues escalated from Tier 1 and Tier 2 support teams.

• Serve as the main technical owner for high-priority customer escalations, coordinating efforts across Engineering, Product, Infrastructure, and external partners.

• Conduct advanced troubleshooting utilizing logs, network traces, APIs, databases, and platform diagnostics to determine root causes.

• Manage advanced cloud telephony and VoIP troubleshooting, encompassing SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, connectivity, IVRs, DTMF, transfers, and call recording.

• Evaluate SIP call flows, signaling, media paths, and carrier traces to pinpoint failures within customer networks, cloud infrastructure, and telecommunications providers.

• Collaborate with carriers and service providers to resolve routing issues, number provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free services, DID management, and voice network performance.

• Employ network diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics for troubleshooting real-time communications.

• Work together with Engineering to validate defects, reproduce issues, prioritize fixes, and convey technical findings.

• Provide technical leadership during customer meetings, incident bridges, and post-incident evaluations.

• Mentor and coach Technical Support Engineers by offering guidance, knowledge sharing, and case reviews.

• Identify trends across support cases and suggest enhancements to product stability, tooling, and operational processes.

• Develop and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base articles.

• Drive continuous improvement initiatives aimed at increasing support efficiency and minimizing customer impact.

• Collaborate with Customer Success, Sales, Professional Services, and Product Management to tackle customer-impacting technical challenges.

• Support major incidents through technical coordination, stakeholder communication, and post-incident analysis.

• Contribute to onboarding, technical training, and the development of new support engineers.

⛳️ Requirements

• Fluent in English.

• Exceptional written and verbal communication skills.

• Prior experience in a client-facing technical position within a product business.

• Strong problem-solving, decision-making, and critical-thinking abilities.

• Capable of simplifying complex information and articulating it in plain English.

• Professional, courteous, and dedicated to delivering outstanding customer support.

• Open-minded, positive, and eager to learn.

• Positive attitude and a team player.

• Willingness to work flexible hours.

• Enthusiastic about mentoring and assisting in the training of junior team members.

• College degree.

🏝️ Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

• 401(k) plan.

• Uncapped paid time off program for exempt employees.

• 14 paid holidays each year.

• Uncapped paid sick leave.