Senior Technical Support Engineer - Telephony

Overview

Senior Technical Support Engineer responsible for advanced troubleshooting, customer consulting, developer advisory, and scalable support improvements for telephony-related SaaS issues.

What you'll do

• Lead complex support tasks through reproduction, troubleshooting, and resolution.
• Manage escalations from Tier 1 and Client Services.
• Advise partner and user developers on custom solutions and integrations.
• Develop tools or scripts to automate support workflows.
• Synthesize customer feedback for Product and Engineering teams.
• Consult with client leadership on best practices and technical requirements.
• Conduct feature demonstrations for customers.

What you'll need

• 2–4 years of experience in SaaS Customer Support delivery or IT Project Management.
• Fluent English communication skills.
• SIP and telephony experience.
• Ability to explain complex technical concepts to varied stakeholders.
• Expert-level time management and prioritization skills.
• Proactive problem-solving and teamwork skills.
• A premium, white-glove customer-care approach.

Nice to have

• Salesforce knowledge.
• Knowledge of Twilio, Plivo, Nexmo, VoIP, SIP, WebRTC, or ICE.
• JavaScript and database-querying experience with SQL or Looker.
• Familiarity with OAuth, SAML, DNS, or TCP/IP.

Details

• Remote work mode.
• Pay range: $49,504–$91,520 OTE.