Support Engineer – Telephony

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

📋 Description

• Set up and configure phone systems for clients

• Manage support tickets of varying complexity independently

• Identify quick and sustainable solutions for technical challenges

• Offer phone support to customers during busy times and critical situations

• Collaborate closely with the Development and Customer Success teams

• Provide technical insights based on customer interactions

• Play a key role in enhancing customer satisfaction and product quality

⛳️ Requirements

• Practical experience with phone systems

• Background in setting up and reconfiguring business telephony systems

• Familiarity with cloud phone systems (e.g., Placetel, Sipgate, 3CX, Starface) or on-premises solutions (e.g., Auerswald, Agfeo, Telekom systems)

• Understanding of SIP trunking, extensions, hunt groups, call forwarding, outside-line access, and codecs

• Strong systematic troubleshooting abilities

• Capability to analyze logs, replicate errors, and determine their root causes

• Excellent verbal and written communication skills, characterized by clarity and empathy

• Proficiency in the German language

• Quick adaptability to new phone system configurations

• Eagerness to learn and a mindset geared towards growth

• Receptiveness to feedback and new problem-solving techniques

🏝️ Benefits

• Competitive compensation package that includes fixed and performance-based pay

• An open and inquisitive team with a variety of skills and personalities

• Opportunities for mutual learning and knowledge sharing

• Prospects for professional, personal, and entrepreneurial growth

• A culture driven by feedback, encouraging experimentation with new methods