Support Engineer (Voice Technology)

Overview

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Company Introduction : At SecureCo, we're at the forefront of enterprise voice technology solutions, delivering mission-critical communication infrastructure to businesses worldwide. As a leading provider of VoIP and voice technology services, our mission is to ensure seamless, secure, and reliable communication for our enterprise clients.

About The Role

As our Support Engineer (Voice Technology), you'll be the technical expert our enterprise partners and vendors rely on when they need Level 2 & 3 support with their voice technology solutions. You'll handle complex technical troubleshooting, perform configurations and implementations, and ensure our customers receive world-class technical support. The Support Engineer will play an important role in maintaining customer satisfaction through efficient problem resolution, proactive technical guidance, and autonomous problem-solving. You'll work almost independently with minimal overlap with other teams, handling a manageable volume of complex technical issues, typically a couple of tickets per day. You'll need strong technical skills in VoIP / SIP telephony, excellent problem-solving abilities, and the confidence to work autonomously while collaborating effectively with global teams. Your ability to quickly research new technologies and provide expert recommendations will be essential for success in this role. This position is perfect for someone with proven B2B enterprise support experience, deep knowledge of voice technology infrastructure, exceptional business-level English communication skills, and a passion for delivering technical excellence in an autonomous work environment.

Mission Statement

The primary mission of our Support Engineer is to provide high-quality Level 2 & 3 technical support that ensures our enterprise partners and customers\' voice technology solutions operate seamlessly and reliably. You\'ll be responsible for maintaining our reputation for technical excellence while working autonomously to resolve complex technical challenges.

General responsibilities

• Perform Level 2 & 3 technical troubleshooting of complex customer issues and technical faults
• Provide efficient customer support via Service Desk software, email, and phone communication
• Execute configuration and implementation of customer solutions
• Work autonomously with minimal overlap with other teams
• Handle a manageable volume of complex technical issues (typically a few tickets per day)
• Collaborate with enterprise vendors and partners when required
• Produce and maintain technical documentation for knowledge bases
• Ensure quality of implementation and technical deliverables
• Provide subject matter expertise when needed
• Maintain ongoing technical ownership and oversight of implemented solutions
• Research new products and technologies to provide business recommendations

Overall, the Support Engineer will play an important role in driving customer success and maintaining SecureCo\'s reputation for technical excellence by delivering exceptional support and ensuring the reliability of our voice technology solutions.

Position specifications

Requirements

About You

Profile

As our Support Engineer, you need to be a technically skilled, analytical, and customer-focused individual. You need to be able to handle multiple complex technical issues simultaneously, work autonomously when required, communicate effectively with diverse stakeholders, and consistently deliver high-quality technical solutions.

You should have extensive experience in B2B enterprise support environments and deep knowledge of voice technology infrastructure, particularly VoIP technologies. You should approach problems systematically and be comfortable working autonomously with minimal team overlap, so every solution is thoroughly researched and optimized for long-term reliability while meeting immediate customer needs.

You'll need to be highly autonomous and able to take complete ownership of technical issues from start to resolution. The ability to think critically while maintaining focus on customer satisfaction is key. You must be comfortable managing your workload independently with exceptional business-level English communication skills for interacting with enterprise vendors and partners.

The ideal person for the Support Engineer role is someone who thrives on solving complex technical challenges and genuinely cares about delivering exceptional customer experiences through reliable voice technology solutions.

Strong analytical skills, technical problem-solving abilities, communication skills, and the ability to work under pressure will be essential for success in this position and help you excel in our collaborative team environment.

Key traits

Our ideal Support Engineer will demonstrate excellent technical problem-solving skills, attention to detail, and an ability to deliver solutions that meet both immediate needs and long-term reliability requirements. You\'ll need to manage your time effectively, take complete initiative when technical issues arise, and work autonomously while maintaining service quality. Exceptional business-level English communication skills will be essential for success when working with enterprise vendors and partners.

Key requirements

The Support Engineer position has the following key requirements

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Benefits

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