Technical Support Engineer

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

📋 Description

• Act as the main escalation point for Support's Technical Success Specialists on cases that exceed T1/T2 complexity.

• Analyze and diagnose intricate technical issues, such as integration failures, connector/softphone challenges, and platform behaviors that deviate from documentation.

• Manage multi-part enterprise escalations from start to finish.

• Monitor open threads, assign subsequent steps, keep both customers and internal stakeholders updated, and ensure closure.

• Verify that issues satisfy escalation criteria before engaging Engineering.

• Assemble escalations with completed diagnostic groundwork.

• Resolve complex integration and softphone issues.

• Serve as a technical consultant regarding networking, firewall, and connectivity inquiries.

• Maintain and update technical documentation and runbooks.

• Collaborate directly with Engineering and Implementation Managers.

⛳️ Requirements

• 2-3 years of experience in a technical support, support engineering, or technical escalation role.

• Familiarity with networking, firewalls, and VPN technologies.

• Knowledge of softphone or CCaaS integrations.

• Proficiency with log/observability tools (Datadog or similar).

• Basic coding skills (Python, JSON, HTML/CSS/JS) to comprehend integration behaviors.

• Experience with Salesforce Service Console or similar case management tools.

• Proven ability to take ownership of ambiguous, multi-stakeholder issues until resolution.

• Strong project management skills and experience in managing multiple open threads.

• Capability to discern when to escalate an issue versus continuing to pursue it.

• Experience in support case triage.

• Demonstrated use of various AI tools and a general understanding of prompting.

• Excellent written and verbal communication skills.

• Experience in conveying complex technical issues to both technical and non-technical audiences.

• Strong critical thinking skills to grasp complex technical challenges.

• Self-driven, detail-oriented, and committed to continuous learning.

• Prior experience in tier-2/tier-3 support or technical escalation is preferred.

• Preferred experience in SaaS or contact-center technology.

• Familiarity with CCaaS platforms is a plus.

🏝️ Benefits

• Fully remote team — work from anywhere in the US.

• Healthcare benefits.

• 401(k) plan.

• Unlimited paid time off (PTO).

• Learning stipends available.

• Virtual interview process.

• Skills assessment included.