Senior Technical Support Engineer

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

📋 Description

• Exhibit profound subject matter expertise in primary technologies and cultivate proficiency in an additional specialty.

• Offer advanced technical support through various channels including phone, online, chat, and email.

• Analyze logs, traces, packet captures, and other technical information to identify root causes.

• Manage internal and external troubleshooting communications until resolution is achieved.

• Guide colleagues in communication, troubleshooting, processes, product knowledge, and case management.

• Enhance support procedures and processes.

• Handle cases in line with SLA response and resolution targets.

• Provide root-cause corrections and prevent issue recurrence.

• Prioritize and manage assigned cases and queue cases based on severity and priority.

• Open and monitor incidents with third-party service providers.

• Acquire and maintain KCS Publisher certification and create or update knowledgebase content.

• Document software, design, reliability, maintenance, and potential bug issues for relevant teams and collaborate with R&D.

• Sustain strong performance across key performance indicators.

• Address complex and escalated customer cases and work to de-escalate customer concerns.

• Interpret networking and technical diagrams for diagnosis and resolution.

• Provide real-time training and develop training materials and best-practice documentation.

• Work a flexible schedule and offer occasional on-call services.

⛳️ Requirements

• Over 5 years of experience in a technical customer service role, preferably in a technical support environment.

• At least three years of experience with advanced knowledge of SaaS, telecommunications, contact center software, TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).

• Strong technical, analytical, problem-solving, written, and verbal communication skills.

• Proficient time management and multitasking abilities in an interrupt-driven setting.

• Capability to utilize, create, and update knowledgebase resources.

• Aptitude for driving escalated customer issues to resolution.

• Effective communication skills across Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams.

• Understanding of the contact center industry, market dynamics, and business trends.

• Familiarity with networking technologies and telecommunications architecture (PBX, Carriers, VoIP).

• Ability to work independently as part of a larger team.

• Capacity to thrive in a fast-paced, agile environment.

• Quick adaptability to change, proactive communication, and problem-solving skills.

• Bachelor’s degree in computer science, Business Information Systems, Networking, or a related field, or equivalent work experience is required.

• Preferred: experience troubleshooting VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services.

• Preferred: technical support experience in a software or telecommunications setting.

• Preferred: experience with Workforce Management software and/or outbound dialer systems.

• Preferred: knowledge of Web Services and APIs.

• Preferred: familiarity with database and SQL concepts.

🏝️ Benefits

• Flexible work schedule.

• Occasional on-call services.

• Commitment to equal opportunity employment.