Technical Account Engineer
Job Summary
Owning complex customer cases, the full-time Technical Account Engineer will provide high-level technical support remotely, utilizing advanced diagnostic tools to resolve issues while mentoring Tier 2 support teams and influencing product quality.
Key responsibilities
- Manage escalated support cases from initial intake through full resolution, serving as the primary technical contact
- Conduct deep technical troubleshooting using logs and diagnostic tools to resolve complex customer issues
- Collaborate with engineering teams to test and deploy fixes, ensuring customer satisfaction before case closure
Required qualifications
- 5+ years of customer-facing technical support experience at a Tier 3 level or equivalent practical experience
- Expertise in VoIP protocols (SIP, H.323), IP Phones, and advanced troubleshooting skills
- Familiarity with RESTful APIs, OAuth 2.0, and network trace analysis
- Proven ability to produce clear technical documentation and communicate effectively with diverse audiences
- Availability to work outside standard business hours, including weekends and on-call coverage
Complete Job Description
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