VOIP Sales and Support Engineer (Ref#012)

• CA
• Full-time
• Published: 2020-12-17 17:02:00Z

JOB DESCRIPTION

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.

JOB RESPONSIBILITIES 

• 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)

QUALIFICATIONS

Requirements:

• 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

Preferred: 

Familiar with Direct Routing and PowerShell