Technical Support Engineer
Skills
NetworkingTechnical SupportTroubleshootingVoIPUCaaSIP NetworkingSubnets
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7+ years of experience in VoIP or UCaaS technical support preferably in customer-facing roles
- Deep understanding of IP networking including subnets NAT port forwarding PoE switches and firewalls
- Experience with DECT systems SIP provisioning and hardware diagnostics
- Strong troubleshooting mindset with the ability to resolve issues quickly and independently
- Clear communication with both technical and non-technical audiences
- Self-starter attitude with comfort working remotely and managing multiple deployments
- Willingness to travel regionally in the US for installations training and escalations up to 20%
Nice to have
- UCaaS experience
- Remote networking tools
- Headset hardware knowledge
- DECT planning
- Site surveys
- Retail deployment experience
- Managed services background
- Training delivery
- Documentation skills
Day to day
- Support pre-sales and post-sales technical implementation for pilot and full deployments across US retail stores
- Assist with VoIP system configuration and DECT network setup across the Wildix / x-hoppers stack
- Collaborate with project delivery and engineering teams on technical validation remote diagnostics and site readiness checks
- Provide technical support to customers and internal teams via ticketing email and real-time communication platforms
- Liaise with third-party installation partners and ensure quality standards are met
- Document recurring issues and contribute to internal support and training materials
Hiring process
- Initial Screening with Talent Team
- Technical & Role Assessment with prospective manager
- Final Interview with Sales Country Manager