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

• Manage escalated support cases at the 2nd/3rd line for x-hoppers customers and internal teams.

• Diagnose issues related to VoIP, SIP provisioning, DECT, hardware, and IP networking.

• Validate configurations and assist with intricate customer or deployment scenarios.

• Collaborate with Engineering and Product teams on issues that necessitate in-depth investigation or resolutions.

• Provide guidance to 1st line support and contribute to enhancing troubleshooting processes for recurring issues.

• Document root causes, known issues, and reproducible solutions in internal knowledge resources.

• Assist with deployment readiness and technical handovers where knowledge of escalations is essential.

• Effectively communicate with both technical and non-technical stakeholders during incidents.

• Extensive experience in 2nd/3rd line VoIP, UCaaS, or telecom technical support.

• Practical knowledge of SIP provisioning, DECT systems, and hardware troubleshooting.

• Strong understanding of IP networking, including subnets, NAT, firewalls, port forwarding, PoE, and connectivity diagnostics.

• Prior experience with Wildix, x-hoppers, or comparable communication platforms is highly desirable.

• Capability to independently manage complex escalations and drive them to resolution.

• Clear and effective communication with customers, support teams, and engineering personnel.

• Comfortable working remotely with distributed teams across Europe and internationally.

• Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired.

• Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success.

• Career Growth & Development – We cover certifications and IT conferences to keep you at the top of your game.

Technical Support Engineer

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