Lead Technical Support Engineer

Job Summary

Driving the resolution of complex customer issues, the full-time remote Lead Technical Support Engineer will serve as a senior technical resource, mentor fellow engineers, and collaborate with various teams to enhance product quality and support processes.

Key responsibilities:

• Lead investigations and resolutions of complex technical issues escalated from support teams
• Act as the primary technical owner for high-priority customer escalations, coordinating with Engineering and third-party partners
• Mentor Technical Support Engineers and contribute to the development of technical documentation and continuous improvement initiatives

Required qualifications:

• Previous experience in a client-facing technical role for a product business
• Strong expertise in cloud telephony and VoIP troubleshooting
• Proficiency in using network diagnostic tools for real-time communications
• Ability to analyze SIP call flows and troubleshoot across customer networks
• College degree