A UK based communications company, with a 5 year successful history & leading in an emerging market, seeks a remote Support Engineer in the US or Canada to serve the North American customer base.
The company has an innovative cloud voice service acting as middleware between a customer's phone system & Microsoft Teams, enabling full collaboration within Teams. They are backed by Pemberstone Investment Group and Microsoft. The Support Engineer will have opportunity for advancement in the company & will carry out various functions related to the platform, vendor interop & customer support.
Managing the technical aspects of customer relationships - Contributing to proposals, statements of work & services estimates, presenting our products to customers & facilitating workshops with their teams
Managing, prioritizing and providing 3rd-line customer support for issues related to our product diagnosing problems and constantly reviewing the relative importance of different issues, identifying solutions, workarounds & escalating as necessary, and liaising directly with our customers to ensure issues are resolved
Providing mainly email/chat support, sometimes phone. Will also be helping the sales person w/ pre-sales (Central time zone)
2-5 years in a Support Engineer role related to VoIP & Microsoft Teams
Must know Microsoft products like 365 well
Understanding of Microsoft Teams
Expertise in VOIP Protocols including SIP & RTP, as well as UDP, TCP, TLS and DNS.
Strong verbal & written communication skills
Ability to troubleshoot advanced SIP interoperability issues between VOIP services, or to learn this quickly
Ability to use tools such as Wireshark and Homer to analyse VOIP traffic, or to learn this quickly
Experience with multiple VoIP systems
Familiar with Direct Routing and PowerShell