Technical Support Engineer

Job Summary

A company is looking for a Technical Support Engineer to join their Tier 2 Technical Support team.

Key Responsibilities:

• Manage customer cases end-to-end via phone, chat, and ticketing systems
• Triage and resolve Tier 2 technical issues across the product suite
• Collaborate with Engineering to identify, reproduce, and test bug fixes

Required Qualifications:

• 5-7 years of experience in Technical Support, preferably in CCaaS/VoIP technologies
• Understanding of SIP/H.323, VoIP protocols, and videoconferencing solutions
• Relevant certifications such as CCNA, Network+, or SSCA SIP, or equivalent experience
• Proficiency in Microsoft 365, Azure AD, SSO, and Exchange
• Ability to manage a high volume of complex support cases with urgency