Technical Support Engineer II
November 28
Description
• LOCATION: Portugal (Remote) • DEPARTMENT: Technical Support • REPORTS TO: Manager, Technical Support II • WORKING HOURS: 14:00 PM to 23:00 PM • POSITION SUMMARY: We are seeking an experienced Technical Support Engineer to join our team. In this role, you will be responsible for providing 2nd-level support for Broadvoice’s UCaaS solution and helping define the best support for our customers. • YOUR DAY-TO-DAY: Drive the resolution of requests escalated to Tier 2. • Support the 1st and 2nd tiers with complex telephone and contact center issues. • Support Engineering, Product, and Business teams in creating the best experience for our customers. • Drive the improvement of documentation, processes, and training to enhance the overall Support team’s performance. • Proactively identify and resolve blockers that make Support and Delivery Teams less agile. • Help drive automation initiatives to create/improve internal tools/solutions.
Requirements
• 3 or more years of relevant experience in 2nd line technical support in Telephony, preferably in Contact Center solutions. • Ability to work independently on problem-solving. • Passion to evolve in new areas of knowledge (CCaaS and UCaaS). • Advanced Knowledge in Telephony, mainly SIP. • Knowledge of WAN/LAN protocols (TCP,UDP). • Experience in SQL, Postgres, or Redis. • Solid understanding of APIs and front-end services. • Cloud infrastructure knowledge, preferably in AWS. • Solid Linux/Unix experience. • Strong communication skills in Portuguese and English, both verbal and written. • Team Player. • Growth mentality.
Benefits
• Grow Your Career • Enjoy Flexibility • Community & Culture • Make an Impact
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